merchant support ExecutiveFirstcom Solutions Pte Ltd

JOB DESCRIPTION
As a Merchant Support Executive, you're the bridge between the merchants and logistics partners. You'll be the first point of contact and support to merchants with regards to any software and hardware related enquiries.
JOB QUALIFICATION
Responsibilities
Provide First Call Resolution technical support to our clients via phone and email
Manage proactive monitoring service within the targeted Service Level
Provide timely updates to customers on the status of outstanding issues within targeted Service Level
Manage customer's fault enquiries and provide quality assistance
Support team KPI to meet Time to Restore
Manage coordination within inter-cross operational supports to ensure speedy fault resolution
Provide escalation to relevant parties on prolonged outages.
Manage email within the targeted Service Level
Manage customer's special requirements and processes
Manage coordination within inter-cross operational supports to ensure speedy fault resolution
Requirements
Diploma/ Degree or equivalent practical experience
At least 2 years of experience in customer service or IT support will be preferred
Good communication (written and version) skills
A strong work ethic, positive attitude and genuine desire to learn
Passion in promoting digital transformation, technology solutions and digital marketing
OTHER JOB REQUIREMENTS
Education
High School Diploma
Field of study
Others
Specialization
Customer Service
Customer Service Associate, Customer Service - Oriented, Customer Care, Customer Care Support, Customer Experience, Handling of phone calls, Inbound phone calls