Key Customer Support Specialist with Mandarin

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

As a Key Customer Support Specialist, you will provide excellent support to our premium airline customers, ensuring a smooth customer experience and building strong customer relationships. This is a highly customer-facing role requiring strong communication skills and a proactive approach to problem-solving.

Key Responsibilities

• Act as the main point of contact for premium customers via phone, email, and digital channels.
• Respond to customer inquiries promptly and professionally.
• Resolve customer and operational issues by understanding customer needs and providing effective solutions.
• Improve customer satisfaction through regular follow-ups and clear communication.
• Provide guidance and training on available products, services, and tools.
• Work closely with internal teams to ensure timely and high-quality service.
• Promote digital solutions and process improvements to enhance customer experience and operational efficiency.
• Maintain frequent customer contact, primarily through telephone and email communications.

Qualifications

• 2-3 years of customer service experience.

Skills & Competencies

• Fluent verbal and written Mandarin and English language skills, with the ability to effectively support and communicate with customers across Asia.
• Strong written and spoken English.
• Excellent communication and interpersonal skills.
• Ability to handle customer inquiries, complaints, and issues professionally and effectively.
• Strong telephone skills, including active listening, empathy, and accuracy.
• Good understanding of company products, services, and operational procedures.
• Proficiency in using computer systems to access information, troubleshoot issues, and support customers.
• Ability to perform account adjustments and basic calculations.
• Strong analytical and problem-solving skills.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

Working hours

Due to the nature of supporting premium airline customers across multiple time zones, there may be occasions where flexibility is required to work outside of core working hours to support business needs.

Location Expectations

This role requires working from a U.S. Bank location three (3) or more days per week. 

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.

• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.

• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).

• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.

• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.