Operations Support Associate

October 31

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Payfuture

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payments • emergingmarkets • localpayments

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Description

• About the Job • The core mission of the Operations Support Associate is to provide helpful information, answering questions, and responding to client's complaints. • The main goal is to act as a frontliner and offers proactive assistance to the customer in a timely manner. • As our Operations Support Associate, you will have these main objectives: • Responding promptly to client inquiries • Communicating with clients through various channels • Acknowledging and resolving client’s complaints • Possessing a thorough knowledge of our products • Documenting all client’s interactions, transactions, comments and complaints according to standard operating procedures • Communicating and coordinating with colleagues as necessary • Escalating concerns through known escalation paths • Providing feedback on the efficiency of the client service process • Ensure client satisfaction and provide professional client support • Assist with merchant technical integration • Take an active part in the monitoring of day-to-day operations

Requirements

• Are aligned with our values of Belief, Transparency, Accountability & Ownership, Relentlessness and Speed • Have Proven customer support experience or experience as a client service representative • Have a track record of over-achieving quota • Have customer orientation and the ability to adapt/respond to different types of characters • Possess excellent communication and analytical skills • Have the ability to multi-task, prioritize, and manage time effectively • Are knowledgeable/proficient in using spreadsheet (preferred) • At least 1 year of Customer Service Experience for English-speaking businesses/clients/customers, preferably in e-commerce or similar businesses • Strong e-Commerce or PSP customer service background • Experience in using MS Office, G-Suite, ZenDesk or similar tools • Genuine care for customers & clients • Outstanding written and verbal communication skills, email and chat etiquette • Proactive personality and self-motivator • Initiative-led with the ability to multi-task and detail-oriented in a fast-paced environment • Proven to be organized, methodical and rigorous • Strong computer skills in eCommerce/PSP applications and the ability to learn new applications quickly • Team player, able to develop great relations with co-workers and stakeholders (externally & internally) • Willingness to work on shift schedules