Customer Success Specialist

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

Job summary

A leading company is seeking a diligent individual to manage customer complaints related to payments. The role involves investigating inquiries, collaborating with teams for resolution, and continuously improving processes. Multilingual proficiency and experience in customer operations are preferred to effectively handle a diverse customer base.

Qualifications

• Experience in customer complaints handling or compliance operations.
• Ability to work in a fast, evolving environment.
• Typing speed of at least 40 words per minute preferred.

Responsibilities

• Investigate and solve payment-related complaint tickets.
• Categorize inquiries for analysis to reduce volume.
• Collaborate with cross-functional resources for risk resolution.

Skills

Analytical skills

Customer Complaints handling

Research skills

Attention to detail

Multi-lingual

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