Customer Support Specialist

Paymentwall inc. - Manila
new offer (07/07/2020)

job description

At Paymentwall, it's our business to make sure every customer's payment experience is exceptional. As a Customer Support Specialist, your main mission is to nurture positive relationships with out customers from all over the world by resolving their payments-related inquiries within the shortest time possible. You will work cross-functionally with other Paymentwall teams to deliver sustainable and practical win-win solutions to customers, every time.

  • Analyze and investigate end-user issues and concerns using data and tolls available,
  • Respond by email to inbound customer issues on queue while keeping set service levels in check;

  • Document case-related information and track progress of escalations made, if any;

  • Proactively recomment alternatives to solutions for customer complaints and refer to the appropriate team, if needed;

  • Identify gaps in customer support processes and tools, and recomment improvements to take customer/end-user experience to a higher level.

  • A Bachelor's degree, preferably in business, finance, communication or any related discipline
  • At least one (1) year experience in providing customer support by phone, email or chat
  • Exceptional written and verbal communication skills in English

  • Excellent communicator:
    You’re esponsive and can write timely, transparent, and personalized correspondence;

  • Customer-focused:
    You go the extra mile to promptly resolve customer issues and deliver solutions that turn frustrated customers to delighted customers;

  • Results-oriented:
    Your creativity and problem-solving mindset enable you to scale solutions that are tailor-fit to every customer’s needs;

  • Analytical:
    You dig deep and do your research to fully understand customer issues before providing the best solutions;

  • Collaborative:
    You’re highly engaged and a fantastic team player, always eager to work with others to improve customer experience.

Apply via sending your CV in English. Only shortlisted candidates will be contacted.

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Customer Support Specialist

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