What you’ll do

• Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently.
• Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution.
• Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved.
• Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers.
• Provide clear and concise answers to complex technical queries.
• Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes.
• Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations.

Key Qualifications:

• 3+ years of experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment. The level and title of the position will be determined based on the years of experience.
• Prior experience in BPO, Call Centres, or Customer Facing Teams will be considered a valuable addition.
• Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications.
• Proven ability to explain complex issues in a manner that is understandable and customer-friendly.
• Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues.
• Exceptional attention to detail and strong analytical skills.
• A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output.
• Excellent communication and interpersonal skills, conducive to a team-oriented environment.

• Must be based within APAC region.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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