Mandarin Speaking Customer Support Executive (Project Based)

MarTrust, an Authorized Payment Institution specializing in payment solutions for the maritime industry, is seeking a proactive and detail-oriented Mandarin Speaking Customer Support Executive to provide effective support across operational and commercial processes—playing a key role in ensuring customer satisfaction, supporting company goals, and delivering high-quality service within the Payments and Financial Services sector.

Job Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Provide expert-level support for payment systems, including SWIFT and SEPA settlements
• Identify, investigate, and escalate customer service issues where necessary
• Collaborate with internal teams across functions to resolve issues and improve service delivery
• Work toward achieving individual and departmental KPIs and contribute to broader company goals
• Manage multiple requests simultaneously while ensuring high-quality service
• Maintain detailed records of customer interactions and solutions provided
• Stay current on product updates, financial regulations, and company policies
• Participate in shift rotations, including weekend coverage
• The shift for this position will be 12:00-9:00PM PH time.

Requirements:
• Proficiency in the Mandarin language is required (business-level to advanced).
• Bachelor's degree in economics, management, and other finance-related courses
• Knowledge of SWIFT and SEPA settlements
• 1 year of experience within customer support
• Maritime/shipping experience is an advantage.
• Knowledge of Intercom, Monday.com, and MS Office is an advantage.
• Understanding of the payment and financial service industry
• Identify and escalate customer service issues.
• Strong analytical, problem-solving, and organizational skills and the ability to manage several simultaneous tasks
• Ability to collaborate in a team-based environment across functional disciplines and lines of business

Benefits:
• Competitive Salary and Bonus: We reward your expertise and contributions.
• Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
• Marcura Wellness Zone: We value your work-life balance and well-being.
• Global Opportunities: Be part of an ambitious, expanding company with a local touch.
• Diverse, Supportive Work Culture: We’re committed to inclusion, diversity, and a sense of belonging for all team members.