Customer Support Specialist

Date Posted: Posted30+ hari yang lalu

Salary:

Indonesia

Key Responsibility

First point of contact, identifying nature of queries and routing to the appropriate team if required.
Customer on-boarding for all the payment services offer by company.
Take ownership, log, and co-ordinate all related queries and request from customers.
Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.
Communicates with customers through various means (oral, written, electronic) to remotely resolve customer problem and verifies resolution of problem with the customers.
Log all queries and request to IT support ticket system.
To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level (SLA).
To escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
To monitor the escalation procedures and keep end-users informed.

Requirements

Candidate must possess at least a Bachelor's Degree/Post-Graduate Diploma/Professional Degree in Information Technology/Business Studies/Administration/Management or equivalent.
Experience in administration & operation fields.
Multi-tasking and knowledge in E-Commerce/Payment Services are added advantages.
Willing to learn, positive attitude and self-motivated.
Has experience in Customer Service or at least passion in providing good service and resolving issues
Strong sense of responsibility and good team spirit
Good manner and communication skill
Prepare reports and analysis for management review
Graduates are welcome if able to provide strong portfolio on this position