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.
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What We Do
Marcura is the company behind eight of the leading solutions and brands streamlining processes in the maritime industry. Our solutions include DA-Desk, PortLog, MarTrust, ShipServ, Marcura Compliance and Marcura Claims. For over 20 years, we’ve been developing platforms that have been digitally transforming the industry. We work closely with our global customers and partners to develop solutions to everyday industry challenges, and together raise standards along the way. Founded in 2001 on the principles of independence and transparency, we are headquartered in Dubai. Today, we have over 800 customers, making over $14bn of payments on behalf of customers every year, and employ nearly 1,000 team members across the globe – all committed to supporting the front-line of the maritime industry. United in our vision to support maritime professionals in being the best at what they do, Marcura is pioneering new ways to transform compliance, transparency and efficiency in shipping. Building value through standardisation, data-driven decision making and integration of new technologies, Marcura is driving the era of digitisation across the seas.
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