Customer Support Specialist
Responsibilities:
· First point of contact for customer, identifying nature of queries and routing to the appropriate team if required.
· Customer on-boarding for all the payment services offer by company.
· Take ownership, log, and co-ordinate all related queries and request from customers.
· Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.
· To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level (SLA).
· To escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
· To monitor the escalation procedures and keep end-users informed.
· To work with shift rotation
Requirements:
· Bachelor's Degree/Post-Graduate Diploma/Professional Degree in Information Technology/Business Studies/Administration/Management or equivalent.
· Experience in administration & operation fields.
· Has experience in Customer Service, or possess passion in providing good service and resolving issues
· Knowledge of E-Commerce / Payment Services is an advantage.
· Willing to learn, demonstrate positive attitude and self-motivated.
· Ability to multi-task effectively and prioritize tasks in a fast-paced environment.
· Strong sense of responsibility and a collaborative team spirit.
· Self-initiative and ability to work both independently and in collaboration with colleagues at various levels.
· Excellent communication and interpersonal skills, with the ability to always maintain a professional manner.
· Flexibility to work in rotating shifts, as part of an extended support hour schedule.
Shift Structure (CSS Team):
- 8-hour rotational shifts
- 5 consecutive working days followed by 2 consecutive rest days
- Work schedule includes weekends and public holidays (off days are rostered accordingly)
Shift Timings:
Morning Shift: 7:00 AM – 4:00 PM
Afternoon Shift: 2:00 PM – 11:00 PM
Night Shift: 10:00 PM – 7:00 AM