Job Description

·       Handling complaints and providing timely solutions or alternatives.
Supporting customers/merchants from multiple channels such as Facebook, hotlines, email (24 hour stand by and solve the cases by priority).

·       Maintaining records of customer/merchant interactions, issue root causes, and solutions.

·       Implementing preventive measures for future incidents.

·       Tracking tasks accurately and generating reports reflecting workload and task status.

·       Adhering to existing SOPs, guidelines, and policies, and developing new ones as needed.

·       Performing operational tasks and setting up in 2C2P systems.

·       Investigating fraud and dispute cases, providing detailed explanations to external stakeholders, along with suggestions and best practices.

·       Testing and verifying 2C2P system features, and preparing SOPs, FAQs, and user guides.

·       Investigating issues through log analysis, escalating and following up with internal and external stakeholders to ensure proper resolution and closure.

·       Creating training presentations and delivering training to merchants.

·       Completing any other tasks assigned by the supervisor.