Customer Success Specialist

TP; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company is seeking a customer support specialist to handle payment-related inquiries efficiently. The role involves solving complaints, analyzing issues, and coordinating with cross-functional teams to enhance operational processes. The candidate should be proficient in English and possess strong analytical skills, with experience in E-Commerce being an advantage.

Qualifications

• Experience in customer complaints handling and compliance operations preferred.
• Strong analytical skills and detail-oriented focus are essential.
• Ability to work in a fast-evolving environment.

Responsibilities

• Investigate and solve complaint tickets related to payment issues.
• Coordinate with peers to support problem-solving.
• Categorize customer inquiries for further analysis.

Skills

Analytical skills

Research skills

Multilingual proficiency

Tools

Microsoft Office Suite

Job description

RESPONSIBILITIES

-Investigating and solving complaint tickets related to and caused by payment related issues.

-Solve customer complaint tickets for payment inquiries from customers/merchants based on a -good understanding of payment products, including paying, withdrawal, refund and payment method binding products.

-Define the root causes of inquiries and invite the correct peer functions like product manager, tech engineer, risk operation etc. to support problem solving.

-Categorize customer inquiries for further analysis to bring down inquiry volume.

-Propose operation tools and process enhancement recommendations for operational efficiency improvements.

-Co-ordinate with other functions of Client’s units to complete the designated work to meet the team's goal.

-Become and remain knowledgeable and passionate about leading Client’s products and service standards.

-Review tickets within agreed latency SLA and standards of quality and policy guidelines.

-Ensure adherence is met on all basic product related training and clear the exams.

-Perform reviews and research to provide excellent policy support.

-Collaborate with cross-functional resources to notify and escalate substantial risk content per policy to ensure quick resolution.

-Protect our ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions.

REQUIREMENTS

-Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)

-Customer Complaints handling, Compliance or moderation operations experience is preferred.

-Strong analytical and research skills

-Knowledge Ability to work in a fast and evolving environment with detail-oriented focus.

-Experience in E-Commerce buyer/seller/creator services and Trust and Safety guidelines is an added advantage.

-Experience in Microsoft Office Suite is preferred.

-Preferably to have a typing speed of at least 40 words per minute