Responsibility

-Handling the complaints and providing appropriate solutions/ alternatives within the time limits.
-Keeping the records of customers/merchants' interactions, root cause of issue and solution.
-Communicating with external and internal stakeholders to smooth the operations and to solve the problem.
-Preparing training presentation and providing training to merchants.
-Performing preventive action for the future similar/ related incidents.
-Supporting customers/ merchants from multiple channels such as Facebook, hotlines, email (24 hour stand by in rotation).
-Following existing SOP, guidelines and policies and developing new ones if necessary.
-Preparing user guides for products/services.
-Performing the operational related tasks and set up of company products and services.
-Learning new products and training to junior team members.
-Tracking the tasks properly and providing the reports which can reflect the status of the workload and tasks.
-Solving the problems escalated from the junior team members.
-Any other tasks assigned by supervisor.