Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Roles and Responsibilities: 

- Enforce account’s policy guidelines while reviewing complaints from the account’s online community.

- Looking for spam within platform and complete video review for removal from the platform

- Deliver excellent customer service and ensure customer satisfaction in transactions

- Ensure accurate documentation of each transaction

- Attend to customer queries, concerns and complaints and provide first time call and / or transaction resolution

- Escalate transactions to proper parties following proper protocols

- Ensure compliance to all company policies and procedures

- Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

- Keep all company information which includes customer information confidential and secured

Qualifications:

- Completed at least 2 years in college (passed 60 college units)

- Experience in similar role may be required in specific programs with varying years of experience

- Open to freshers

Mandatory Skills:

- Customer service orientation

- Excellent English communication skills (verbal and written) with neutral accent

- Exceptional problem-solving and analytical abilities. Strong leadership, organization, communication, interpersonal, and teamwork skills

- Familiarity with Internet technologies and related policy and regulatory environments

- Computer and keyboard skills (working knowledge of PCs e.g. MS Office)

Additional Skills:

- Teamwork

- Reasonable analytical skills

- Situation handling skills

- Good motivational fit (job, organization, location)

- Willing to work on shifting schedules, graveyard shift, holidays or rest days as may be required by business exigencies

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