Responsibilities

• Respond to customer inquiries by email, chatbox, or other channels.
• Analyze and investigate end-user issues and concerns using data and tools available.
• Uphold policies and quality standards in all communication channels.
• Work closely with your team and team leader to identify the issues and report to the responsible teams through email or chat.
• Document case-related information and track the progress of escalations made, if any.
• Proactively recommend alternative solutions for customer complaints and refer to the appropriate team, if needed.
• Identify gaps in customer support processes and tools, and recommend improvements to take customer experience to a higher level.

Required skills:Good written and verbal communication skills in English. Can write timely, transparent, and personalized correspondence;Customer-centric - highly responsive and always put customers first, promptly resolve customer issues and deliver solutions that turn frustrated customers into delighted ones.Preferably with experience in providing customer support by email or chat.Result-oriented with strong analytical skills and can deliver creative, out-of-the-box solutionsExperience working in the field of payment, finance, and e-commerce is an advantageSoft skills:Flexible and can thrive in a fast-paced dynamic environment.Proactive contributions to both the team and the work being done.Open-minded and eager to learn.Detailed-oriented and problem-solving skills.Capable of independent works and collaborations.Who should applyCustomer-centric - you are highly responsive and always put your customers first;A problem-solver with strong analytical skills and can deliver creative, out-of-the-box solutions;Opportunistic with an entrepreneur mindset;Flexible and can thrive in a fast-paced dynamic environment;Collaborative and can work well with other teams as well as independently ;Able to work independently and collaboratively with other members of the team.