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.

• Test and verify the features of the 2C2P systems, and prepare/enhance standard operations procedures

(SOP), FAQ and user guides.

• Make sure team members are following the SOP, guidelines and policies.

• Performing the operational related tasks and set up of 2C2P products and services.

• 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.