Associate, Commercial Support (Mandarin Speaker) | TNG Digital

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

JOB RESPONSIBILITIES:

• Respond to incoming merchant requests quickly, proficiently and professionally while meeting specific quality expectations.
• Respond to merchant inquiries and requests, and resolve customer support issues related to billing, account management, and troubleshooting in accordance with the SOP.
• Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level.
• Thoroughly describe and document work using call ticketing systems.
• Responsibilities focus on the day to day resolution of problems and execution of transactions within specific operations units.
• Supporting the business by ensuring excellent Merchant service internally and externally.
• Accurately updating and maintaining internal records and systems.
• Analyse merchants' payment-related issues, assist with disputes, and provide sustainable solutions.
• Work closely with the product & business team and provide recommendations for back-end tools that improve merchant experience.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends and sharing report to rest of the team.

JOB REQUIREMENTS:

• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Punctual, regular and consistent attendance.
• Detail oriented, must be proficient in English and Malay languages.
• Ability to multi-task, particularly under pressure, often to tight deadlines and within SLA.
• Willing to be responsible, take ownership and use own initiative.
• Able to work effectively both as part of a team or as an individual.

Our Perks & Benefits:

• Hybrid, Flexi hours and home workplace subsidy.
• eWallet meal allowance.
• Unlimited office pantry fruits, snacks and drinks.
• Mobile and broadband subscription reimbursement.
• Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
• Additional leave including family leave and paid care leave to care for family members.
• Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (“TCM”) and Chiropractic.
• Corporate membership discount and many more to explore.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [email protected]

Note: Only shortlisted candidates will be contacted.

Let’s keep LEAP-ing forward together!

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

JOB RESPONSIBILITIES:

• Respond to incoming merchant requests quickly, proficiently and professionally while meeting specific quality expectations.
• Respond to merchant inquiries and requests, and resolve customer support issues related to billing, account management, and troubleshooting in accordance with the SOP.
• Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level.
• Thoroughly describe and document work using call ticketing systems.
• Responsibilities focus on the day to day resolution of problems and execution of transactions within specific operations units.
• Supporting the business by ensuring excellent Merchant service internally and externally.
• Accurately updating and maintaining internal records and systems.
• Analyse merchants' payment-related issues, assist with disputes, and provide sustainable solutions.
• Work closely with the product & business team and provide recommendations for back-end tools that improve merchant experience.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends and sharing report to rest of the team.

JOB REQUIREMENTS:

• Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required.
• Punctual, regular and consistent attendance.
• Detail oriented, must be proficient in English and Malay languages.
• Ability to multi-task, particularly under pressure, often to tight deadlines and within SLA.
• Willing to be responsible, take ownership and use own initiative.
• Able to work effectively both as part of a team or as an individual.

Our Perks & Benefits:

• Hybrid, Flexi hours and home workplace subsidy.
• eWallet meal allowance.
• Unlimited office pantry fruits, snacks and drinks.
• Mobile and broadband subscription reimbursement.
• Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
• Additional leave including family leave and paid care leave to care for family members.
• Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (“TCM”) and Chiropractic.
• Corporate membership discount and many more to explore.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [email protected]

Note: Only shortlisted candidates will be contacted.

Let’s keep LEAP-ing forward together!