Customer Service Risk & Compliance Specialist - Mandarin

• At least 6 months of working experience in risk operations, compliance, transaction review, or fraud analysis.
• Fluent in Mandarin (Simplified) and English — both spoken and written. "We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients."
• Detail-oriented with strong analytical and problem-solving skills.
• Excellent communication skills across multiple support channels (email/chat/voice).
• Able to work independently and under pressure in a fast-paced environment.
• Willing to work on rotational shifts, including weekends and public holidays.
• Experience in e-commerce, payment processing, online fraud detection, or transaction monitoring.
• Knowledge of KYC/AML/CTF guidelines is a plus.

As a Customer Service Risk & Compliance, you will review and investigate faulty or suspicious purchase transactions on the platform. You will work closely with internal systems and customer touchpoints (email, chat, voice) to resolve fraud-related issues, enforce platform policies, and ensure customer trust.

• Investigate faulty, failed, or suspicious transactions reported by users or flagged by the system.
• Analyze buyer and seller activities to detect unusual patterns or potential fraud.
• Perform root cause analysis and determine appropriate corrective actions.
• Communicate with users via email, live chat, and voice calls to gather information or provide resolution.
• Document findings clearly and escalate cases that require further action.
• Ensure compliance with internal policies, procedures, and regulatory standards.
• Collaborate with KYC, Payments, and Legal teams on complex cases.
• Continuously identify opportunities to improve fraud detection logic and workflows.
• Multicultural and Inclusive Work Environment
• Career Development Opportunities