Senior/ Merchant Support Operations Specialist

Razer; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

Join a leading gaming company as an Assistant Manager of Merchant Support, where you'll oversee operations, resolve inquiries, and drive continuous improvement in customer service. This role offers a dynamic environment focused on team collaboration and operational excellence to enhance the gaming experience for partners globally.

Qualifications

• Experience in customer support or operations management.
• Strong analytical skills to interpret support metrics.
• Ability to collaborate with various internal teams.

Responsibilities

• Oversee daily operations of the merchant support department.
• Resolve merchant inquiries via various communication channels.
• Collaborate with internal teams to enhance support processes.

Skills

Customer service

Communication

Problem solving

Team management

Job description

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that promotes accelerated growth, both personally and professionally.

Job Responsibilities : As the Assistant Manager of Merchant Support, you will assist in overseeing the day-to-day operations of the merchant support department, ensuring the timely and effective resolution of merchant inquiries and issues. Responsibilities include providing guidance and support to the support team, coordinating with various stakeholders, and contributing to the continuous improvement of support processes.

Essential Duties and Responsibilities

Key Account Customer Care Management:

• Assist in managing merchant support and product operations, ensuring smooth business functions.
• Support the resolution of merchant inquiries and issues via multiple communication channels, including telephone, email, and others.
• Assist in monitoring and maintaining service level agreements (SLAs) to meet performance targets.
• Collaborate with internal teams such as product, engineering, and sales to address merchant needs and feedback.
• Assist in analyzing support metrics and KPIs to identify areas for improvement and implement solutions.
• Play a role in addressing and resolving customer and merchant/partner concerns and inquiries in a timely manner.
• Provide support in managing product operations, contributing to the improvement and optimization of processes.
• Contribute to the development and maintenance of support documentation and training materials.
• Possess sound product knowledge to enhance merchant support.
• Perform daily, weekly, and monthly reports as required.
• Maintain a pleasant working environment with the team.

Pre-Requisites :

Are you game?