Customer Support and Risk Operations Agent

Founded in 2015, Citcon’s fintech platform enables seamless global commerce at-scale by connecting the world’s businesses with more than 100+ mobile wallets, local and alternative payment methods. Citcon is one of the fastest-growing payment platforms and services some of the world’s biggest brands, safely and securely processing billions of dollars of transactions for merchants worldwide.

Citcon is backed by leading global investors, Norwest Venture Partners, Cota Capital, Sierra Ventures, EastWest Bank, and Sonae IM. The company has five regional offices in the US, Canada, Europe and Asia to service its global clientele. Learn more at https://www.citcon.com.

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