Customer Service Associate

Aims

Documented the process of hiring, giving a clear feasibility on role and responsibilities, as well as the expected candidate to join the team.

Responsibilities & Skills

The Merchant Happiness Agent will work under the wing of the Operation Department, with the main responsibility being to handle incoming inquiries from the merchants through various channels.

Key Responsibilities:

1. Providing a great customer experience to the Merchants by responding to their queries and resolving their issues.
2. Handling customer complaints, inquiries, requests, and/or feedback.
3. Investigating and providing the best solutions to customers.
4. Handling internal and external escalation of customer complaints.
5. Being a good team player for Merchant Happiness to continually improve our services to customers.

Skill Set Required:

1. Customer-oriented.
2. High empathy and quick response in resolving customers’ problems.
3. Taking initiative to assist other team members and improve our service to customers.
4. Effective communication and collaboration with other team members.
5. Good analytical thinking, communication, problem-solving, multitasking, and typing skills.

Requirements:

1. Bachelor's degree; fresh graduates are welcome.
2. Experience in customer care, contact centre, or similar position.
3. Preferably having 1 year of experience.
4. Able to work in shifts 24/7.
5. Able to work from the office and familiar with customer care CRM, i.e., Zendesk, Zoho Desk, Salesforce.