Customer Service Representative

About the role

Join a leading global payments company as a Customer Service Representative in its Hong Kong Customer Care Center. You will be the first point of contact for merchants, handling inquiries and delivering a seamless, one‑stop service experience. This role offers the chance to build strong relationships while contributing to the evolution of global commerce.

Key responsibilities

• Handle inbound and outbound merchant calls, resolving issues related to authorisation, payments, statements and account maintenance with a high first‑call resolution rate.
• Build strong merchant relationships by delivering consistent, professional, and personalised service experiences.
• Collaborate with internal teams to identify and implement timely, effective solutions for merchant issues.
• Maintain up‑to‑date product and process knowledge to ensure accurate, compliant, and efficient support.
• Contribute to customer‑experience improvements by sharing feedback and participating in call‑center initiatives.

Required profile

• Minimum 1 year of customer service or call‑center experience with proven ability to meet service KPIs.
• Fluency in English and Mandarin (spoken and written) for effective communication with overseas banks and merchants.
• Strong communication skills, excellent telephone etiquette and a professional, customer‑focused approach.
• Demonstrated ability to stay calm under pressure, multitask and resolve issues efficiently.
• Willingness and flexibility to work shifts, including weekends and public holidays.