Customer Support and Risk Operations Agent

We are seeking a dedicated and detail-oriented Customer Service and Risk Operations Executive to join our team. In this role, you will be responsible for managing customer inquiries and resolving issues in a timely and efficient manner, while also assessing and mitigating risks associated with our operations. The ideal candidate will have a strong background in customer service and risk management, excellent communication skills, and the ability to thrive in a fast-paced environment.

Responsibilities

• Handle customer/vendor inquiries and complaints via phone, email, chat, and other channels, providing prompt and courteous assistance.
• Assist in Tier 1 tech support to identify and troubleshoot basic inquiries.
• Collaborate with cross-functional teams, including but not limited to Tech team , Compliance and Risk to ensure customer inquiries are resolved.
• Manage and update Chargeback and Dispute request for both Merchants and Partners Investigate and resolve customer issues, escalating complex cases to the appropriate teams or management as needed.
• Monitor customer interactions and transaction data to identify & escalate potential risks and fraudulent activities.
• Work in rotational shifts including weekends and public holidays to provide 24/7 support to meet operational needs
• Participate in special projects and initiatives as assigned by management.

Qualifications

• Bachelor's degree/Diploma or more than 3 years of working experience in a similar field
• 2 years of experience in customer service and/or risk management, preferably in the payments or fintech
• Bilingual Mandarin & English preferred
• Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Excellent problem-solving and decision-making abilities, with a keen attention to detail.
• Experience with customer relationship management systems like Fresh Desk and risk management software is a plus.
• Ability to work independently and collaboratively in a team environment, managing multiple priorities and deadlines effectively.
• Experience in using tools such as dashboards and fraud/ case management consoles
• Strong analytical skills, with the ability to analyze data and identify trends and patterns.
• Ability to use SQL or other database tools is not required, but a plus