Customer Service Support - L3 (Payment Team)

Job Description

Handling day-to-day merchant or user inquiries in the ticketing system and replies on payment or any inquiries related to payment issues. Working closely with the Customer Support teams to ensure the case is resolved.

Routine checking on payment status and QR Manual Refund to ensure that all payments and refunds are within the right timing and flow.

To raise in an occasion whereby issue arise and act as the focal point of contact with the technical team for payment channel integrations.

To liaise with related stakeholders to understand further on issues and product related issue.

Supervising on payment maintenance by ensuring all maintenance informed by the 3PP is updated accordingly.

Maintaining the SOP for L3 Payment and update them accordingly to ensure that new information is streamlined accordingly as well as documenting payment processes and FAQs and work on continuous process improvement.

Manage payment channels, handle payment-related records and reports.

Work on UAT and develop new payment channels.

Requirements

1. Preferable 1-2 years working experience in e-commerce or e-wallet industry.
2. Strong communication skills in email, face-to-face conversation and remote discussion.
3. Good in excel & reporting skill. (Note: Basic excel skills such as vlookup, pivot table, data sorting, reporting skills such as data analysis and data interpreting).
4. Strong logical thinking and problem-solving skills at all times.
5. Good team player, positive attitude and eager to learn.
6. Driven and motivated.