-Serves as the primary point of contact for merchants, providing operational and tactical support for the POS device(s), as well as its ancillary products and services.
-Networks and partners with multiple business areas throughout the organization, and acts as a liaison between the client and internal partners.
-Maintains ownership of merchant related inquiries and issues as it pertains to their POS and engages the appropriate resources in order to ensure a timely and satisfactory resolution.
-Under minimal supervision, defines and/or resolves client problems with designated product lines
-Provides contact through telephone support and simulates or recreate problems to provide resolution to client for operating difficulties.
-Discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up.
-Communicates Merchant suggestions for enhancements and ensures proper handling and follow-up.
-Documents problems and corrective actions/procedures in tracking software.
-Performs other duties as required
-Willing to work shift (Hk, Sg, Australia' market)
Requirements:
-Strong customer service/client support experience
-Ability to communicate verbally and in written form in a concise, clear, and professional manner
-Ability to establish and maintain effective working relationships internally and externally
-Strong affinity for gadgets and solving technical problems; repairing/understanding how devices/appliances work -Good organizational and time management skills with strong attention to detail
-Ability to work independently as well as in a team environment
-At least 1 year experience as customer service/helpdesk/ service desk related role
-Good proficiency in Mandarin
-Good proficiency in Cantonese is a plus