Customer Service Representative - Merchant Support

About the role

Tsys is looking for a Customer Service Representative to join its evolving Hong Kong Customer Care Center team. The role handles merchant calls and supports global commerce, with a focus on authorization, payments, statements and account maintenance.

Key responsibilities

• Handle inbound and outbound merchant calls, resolving inquiries about authorization, payments, statements and account maintenance with a high first-call resolution rate.
• Build strong merchant relationships through consistent, professional and personalized service.
• Work with internal teams to find and implement timely solutions to merchant issues.
• Keep product and process knowledge up to date so support is accurate, compliant and efficient.
• Share feedback and take part in call center initiatives to improve the customer experience.

Required profile

• At least 1 year of customer service or call center experience, with a proven ability to meet service KPIs such as response time, resolution rate and customer satisfaction.
• Fluency in spoken and written English and Mandarin to talk with overseas banks and merchants.
• Willingness and flexibility to work shifts, including weekends and public holidays.
• A bonus: experience in payment processing, banking or financial services; prior exposure to CRM or call center dashboards; ability to speak Cantonese or other languages.

Required skills

• Excellent communication skills, telephone etiquette and a professional, customer-focused approach.
• Ability to stay calm under pressure, multitask and resolve issues efficiently.