Job Description

About the Company

Our client is a leading Swiss fintech company specializing in Tax-Free Shopping (TFS) and payment solutions, operating in over 50 countries worldwide. As part of their expansion, they are hiring a Customer Service Representative (CSR) to support global users with tax refund inquiries.

 Why Join?

• Work for a global leader in fintech and tax-free shopping solutions.
• Hybrid work arrangement with only 1 day in-office per week.
• Competitive salary package with paid OT and shift allowances.

Key Responsibilities

• Handle customer inquiries via email and calls, ensuring timely and professional responses within defined SLAs.
• Assist travelers, merchants, and business partners with Tax-Free Shopping (TFS) processes and refund-related issues.
• Provide clear and accurate information on tax refund claims, status updates, and processing timelines.
• Translate between English and Mandarin (spoken, written, and reading) to facilitate seamless communication. (Japanese is a plus.)
• Resolve complaints and escalate cases to the supervisor when necessary.
• Maintain high standards of customer service quality and ensure compliance with company policies and procedures.

Job Requirements

 Requirements

• Language: Fluency in English & Mandarin is required. (Japanese is a plus.)
• Experience: Previous customer service or call center experience is preferred, especially in handling emails and calls.
• Strong problem-solving, communication, and interpersonal skills.
• Comfortable working in shift hours (9 AM – 6 PM or 11 AM – 8 PM) with hybrid arrangements.

Skills