Job Responsibilities

• Oversee and manage the operations team.
• Improve the processes and procedures of the operations team.
• Motivate team members and increase the productivities of the team.
• Reduce the manual tasks and plan the tasks to be automated.
• 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.
• Managing the customer/merchant support process from multiple channels such as Facebook, hotlines,
email
• Consult the external stakeholders for the system integration, launching process and after go-live process.
• Preparing training presentation and providing training to merchants.
• Communicating with external and internal stakeholders to smooth the operations and to solve the problems.
• Learning new products and training to the team members.
• Make sure team members are following the SOP, guidelines and policies.
• Investigate, escalate, follow up the technical difficulties and issues which internal and external stakeholders
encounter with cross-functional departments and make sure all cases are solved and closed properly.
• Investigate the fraud & dispute cases and communicate to external/internal stakeholders about the case
details with suggestion and best practices.
• Performing preventive action for any future similar/related incidents.
• Tracking the tasks properly and providing the reports which can reflect the status of the workload and tasks.
• Solving the problems escalated from the team members.
• Any other tasks assigned by supervisor.

Job Requirements

• Any Graduate.

• Able to travel local and oversea.

• Proficient in Microsoft office application especially in Microsoft Word, Excel, PowerPoint.

• Rich knowledge of the usage of social media app, email and internet surfing.

• Able to operate in a fast pace.