Mandarin-Speaking Global Protections Investigator

Teleperformance; Kuala Lumpur; On-site; MYR 40,000 - 56,000; Full time

Job summary

Teleperformance in Kuala Lumpur is looking for a Global Protections Investigator to provide world-class customer support across multiple workflows, including Protection Services INR/SNAD, Billing Error Disputes, Chargebacks, Issuing Disputes, QRC, VENMO and Credit Disputes. The role involves analyzing cases, using SOPs, and making strong decisions to protect the company from financial loss.

The ideal candidate will have at least 12 months of customer service or back-office experience, a

Qualifications

• Proven ability to manage time across multiple cases/queues.
• Excellent written and verbal communication for customer experiences.
• Basic awareness of regulatory and financial laws for serviced markets.
• Ability to analyze data to support discretionary decisions.

Responsibilities

• Timely execution of assigned tasks and deliverables.
• Analyze queries and make informed decisions to resolve disputes per SOP & Policy.
• Determine decisions on billing disputes with adherence to Card Associations and processors.
• Provide feedback and insights on SOPs and policies.
• Meet minimum performance targets in queues as assigned.
• Communicate updates clearly to supervisors, customers and stakeholders.
• Function in multiple queues covering several product lines.

Skills

Time management

Written communication

Verbal communication

Regulatory knowledge

Data analysis

Change management

External systems knowledge

Software proficiency

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office

Job description

Teleperformance in Kuala Lumpur is looking for a Global Protections Investigator to provide world-class customer support across multiple workflows, including Protection Services INR/SNAD, Billing Error Disputes, Chargebacks, Issuing Disputes, QRC, VENMO and Credit Disputes. The role involves analyzing cases, using SOPs, and making strong decisions to protect the company from financial loss.

The ideal candidate will have at least 12 months of customer service or back-office experience, a