Operations Support Associate

PayFuture Software Limited; Manila; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Employee Share Option Scheme

Job summary

PayFuture Software Limited in Manila seeks an Operations Support Associate to provide frontline customer assistance, answer questions, and resolve client complaints across channels. You will protect client satisfaction by thorough issue documentation and proactive communication.

Join a values-driven team and play a key role in coordinating merchant integrations, monitoring daily operations, and contributing to process improvements in a fast-paced payments environment.

Qualifications

• Proven customer support experience for English-speaking businesses/clients/customers.
• 2+ years in customer service or client support roles, preferably in e-commerce.
• Excellent written and verbal communication with a customer-centric approach.

Responsibilities

• Respond promptly to client inquiries across channels.
• Document all client interactions and issues per SOPs.
• Coordinate with colleagues to escalate and resolve concerns.
• Assist with merchant technical integration and day-to-day operations monitoring.

Skills

Customer service

Communication

Multi-tasking

Analytical skills

Team player

Tools

Zendesk

MS Office

G-Suite

Job description

The core mission of the Operation Support Associate is to provide helpful information, answer questions, and respond to client's complaints. The main goal is to act as a frontline and offers proactive assistance to the customer in a timely manner.

• Responding promptly to client inquiries
• Communicating with clients through various channels
• Acknowledging and resolving client’s complaints
• Possessing a thorough knowledge of our products
• Documenting all client’s interactions, transactions, comments and complaints according to standard operating procedures
• Communicating and coordinating with colleagues as necessary
• Escalating concerns through known escalation paths
• Providing feedback on the efficiency of the client service process
• Ensure client satisfaction and provide professional client support
• Assist with merchant technical integration
• Take an active part in the monitoring of day-to-day operations

You will be a good fit if you:

• Are aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution
• Have Proven customer support experience or experience as a client service representative
• At least 1 year of Customer Service Experience for English-speaking businesses/clients/customers, preferably in e-commerce or similar businesses
• Have a track record of over-achieving quota
• Have customer orientation and the ability to adapt/respond to different types of characters
• Possess excellent communication and analytical skills
• Have the ability to multi-task, prioritise, and manage time effectively
• Are knowledgeable/proficient in using spreadsheets (preferred)
• Strong e-commerce or PSP customer service background
• Experience in using MS Office, G-Suite, Zendesk or similar tools
• Genuine care for customers & clients
• Outstanding written and verbal communication skills, email and chat etiquette
• Proactive personality and self-motivated
• Initiative-led with the ability to multi-task and be detail-oriented in a fast-paced environment
• Proven to be organized, methodical and rigorous
• Strong computer skills in eCommerce/PSP applications and the ability to learn new applications quickly
• Team player, able to develop great relations with co-workers and stakeholders (externally & internally)
• Willingness to work on shift schedules.

As a Valuable Payfuture Partner, you will:

• Receive a competitive salary
• Be enrolled on our Employee Share Option Scheme
• Get the opportunity to be part of a rapidly growing business, providing an unrivalled opportunity to develop your skillset
• Be part of a collaborative, values-led team that is working hard to revolutionise payments in emerging markets
• Receive additional benefits as we grow

Our Hiring Process:

• Our hiring process is designed to be agile and a candidate who’s applying for the Operations Support Assocaite will go through the following steps:
• We review applications to screen for a variety of criteria
• A quick chat with one of our Recruiters to get to know you a little better
• An assessment round
• An interview with our Assistant Operations Manager, learning more about your technical and team experiences
• We make you the Offer!