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