Customer Service Executive

You will be part of the overall Business Processing team responsible for the day-to-day customer experience with our customers primarily in Japan, Hong Kong and Mauritius be the first level of contact with them. The role itself will be required to provide support in terms of coordinating the onboarding and change request process as well as handling enquiries from the customers. The nature of enquiries could vary from account related issues or simple technical challenges. He/she is expected to address any enquiry and escalate any remaining issues to the respective internal/external parties in a timely manner. 

Reporting to the BPU Sales Operations Lead, you will work closely with the relevant stakeholders within the Group. 

Main Responsibilities

• Making use of various tools related to transaction monitoring, administration, ticketing and reporting in order to provide customer support.
• Serve as the first and primary point of contact to proactively assist merchants with any business related or technical issues and collaborating with various teams (e.g., Sales, Finance, Technical, external parties etc) across the company to ensure a first-class merchant experience.
• Provide assistance to merchants in case of system outages and downtimes.
• Propose solutions to continuously improve current processes and procedures and continually look at ways of building-up on processes
• Coordinate and track customers’ ticket for new applications and changes
• First level review of merchant application and change request
• Support ad hoc related tasks and projects as and when required by the Senior Management or team lead.

Preferred Experience and requirements 

• Relevant working experience in Customer Relation Management. 
• Familiar with Payment industry, is a plus
• Excellent verbal and written communication skills 
• Strong prioritization and execution skills 
• Effective interaction with different departments 
• Quality focused with a passion for continuous improvement 
• Self-motivated and a good team player 
• Organised and ability to work under pressure and meet tight deadlines. 
• Meticulous and be able to multitask. 
• Experience in Microsoft Office (Excel, Word, PowerPoint) 
• Willing to work in teams that provide global coverage
• Mandatory fluent in Japanese and Chinese (writing, reading, and speaking) because the candidate needs to liaise with Japan and Chinese client, and English. Other regional languages or dialects is a plus.

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