Merchant Service Customer Support Rep (Bilingual in Mandarin)

Who We Are:

Menusifu Inc. is a leading restaurant point-of-sale (POS) company based in New York. We provide a comprehensive, state-of-the-art restaurant management system for dine-in, take-out, delivery, and cafes. As a SaaS provider, our solutions cover everything from the supply chain to internal restaurant operations. With over 400 employees across six global offices, we're dedicated to building smarter restaurants and providing an innovative and seamless dining experience. We are a young, energetic, and ambitious team committed to professional growth and excellence.

The Role:

We are seeking a Customer Service Specialist to join our team, focusing on our payment-related business, USezPay. USezPay is a technology company that provides a variety of data-driven payment processing solutions to help businesses grow.

In this role, you will be the first point of contact for our customers, handling incoming inquiries via phone, email, and live chat. You will be responsible for resolving customer issues related to billing and payments, ensuring a positive customer experience in line with our company service standards. This is a hybrid position requiring you to work from our Manhattan office 1-2 days per week, including one weekend day.

What You'll Do:

• Customer Support: Respond to customer inquiries and resolve issues related to billing and payments through phone, email, and live chat.
• Issue Resolution: Address customer complaints, document all requests and resolutions, and escalate complex issues to the appropriate teams.
• Operational Excellence: Manage and respond to customer emails in a timely manner, track unresolved issues, and provide clear and effective solutions to all inquiries.
• Team Collaboration: Work closely with internal teams to identify and address recurring customer concerns and contribute to improving our service and products based on customer feedback.

What You Bring

• Experience: A minimum of one year of experience in a customer service role, preferably in the financial or transactional industry. Experience with payment-related services is a strong plus.
• Education: A high school diploma or equivalent is required; a college degree is preferred.
• Skills: Excellent written and verbal communication skills, strong organizational skills, and a keen attention to detail.
• Technical Proficiency: Proficiency in MS365 and other Office tools, with the ability to navigate complex systems and processes.
• Availability: The ability to work a flexible schedule that includes one weekend day.

What We Offer:

• Growth Opportunities: Excellent career growth and professional development through our Mentor Program.
• Culture: A competitive compensation package, flexible working hours, and a vibrant, inclusive, and open start-up culture.
• Benefits: Comprehensive benefits package, including Health, Dental & Vision Insurance, FSA, and Paid Time Off (PTO).

Job Type: Full-time

Base Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Application Question(s):

• Will you now or in the future require sponsorship for employment visa status (e.g., H-1B, F-1 OPT, etc.)?

Experience:

• Customer service: 1 year (Preferred)

Language:

• Mandarin (Required)

Work Location: Hybrid remote in Walnut, CA 91789