Careers

Executive, Customer Support

Philippines, Bonifacio Global City | Full Time | Operations

Strong knowledge & experience in following items is a must:

Strong customer relations skills

Job Description

  • Confer with customers by telephone, by email, in person or through any other applicable messaging platform to provide information about the Company’s products and services, to take instructions related to customer accounts and/or transaction or obtain details of complaints.
  • Handle customers’ enquiries on payment issues including, but not limited to, transaction tracking, fraud & chargeback transactions, transaction errors and operational issues.
  • Communicate with customers (merchants and consumers), as may be deemed fit by the Company, in case of any scheduled and unscheduled system changes and outages.
  • Keep track of open trouble tickets and escalate them to the related teams if necessary.
  • Prepare support related reports for the use of Management.
  • Monitor system performance and report abnormal activities to management and appropriate technical team/s.
  • Maintain the FAQs and user guides for merchants and consumers.
  • Contribute to process improvement by identifying sources of merchant issues, recognizing trends and sharing reports to the rest of the team.
  • Prepare Ad-hoc statistical reports on payment transactions for the management.
  • Support standard merchant implementations by handling account onboarding procedures and coordinating with merchant Dev team, internal business and technical teams for integration matters.

Qualifications

  • Minimum 2 years of working experience in Customer Support preferably from a payment gateway provider, financial/financial technology company or BPO servicing financial institutions
  • Plus, 1 years’ experience of customer support in payment gateway or call center
  • Flexible, calm, good listener
  • Good MS-Office skills
  • Familiar with Zendesk, Confluence
  • Strong customer relations skills
  • Good command of English communication both written and spoken

We offer a competitive remuneration package, a conducive and satisfying working environment and provide challenging opportunities for life-long learning and skill upgrading.

Interested candidates are to apply via this job post providing comprehensive resume with current and expected salary package.

Please note that only shortlisted candidates will be notified.

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