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Job Description
We are representing our client in the Fintech space in hiring for a Customer Care/Customer Experience Operations Officer.
Key Responsibilities:
- Provide Level 1 technical support via phone and email for high-value clients' online payment accounts in a 24/7 setting.
- Address product or application inquiries.
- Diagnose and resolve hardware and software issues using established procedures to minimize customer downtime.
- Escalate complex issues to appropriate resources.
- Maintain positive customer relations through effective coordination with internal functions.
- Conduct follow-ups and scheduled callbacks as necessary.
- Respond to all communications within required time frames, providing accurate and complete information.
- Adhere to agreed-upon processes, meeting work standards, targets, and objectives.
Requirements:
- Fluent in spoken Mandarin to communicate with Mandarin-speaking colleagues and customers.
- Minimum two years of phone/email technical support experience in a BPO serving international clients.
- IT experience in reading logs and understanding statuses.
- Experience in a payment solution environment or experience with CRM tools like Zendesk is advantageous.
- Team-oriented with a proactive, solutions-focused approach.
- Strong analytical and critical thinking skills.
- Ability to address escalated issues promptly.
- Excellent planning and prioritization skills under pressure.
- Good customer service skills.
Interested candidates kindly apply here.
EA Personnel (Koh Pei Wen)
EA Reg: R23115205
APBA TG Human Resources Pte Ltd
EA License: 14C7275
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