Customer Support Specialist

Responsibilities: · First point of contact for customer, identifying nature of queries and routing to the appropriate team if required. · Customer on-boarding for all the payment services offer by company. · Take ownership, log, and co-ordinate all related queries and request from customers. · Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations. · To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level (SLA). · To escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution. · To monitor the escalation procedures and keep end-users informed. · To work with shift rotation Requirements: · Bachelor's Degree/Post-Graduate Diploma/Professional Degree in Information Technology/Business Studies/Administration/Management or equivalent. · Experience in administration & operation fields. · Has experience in Customer Service, or possess passion in providing good service and resolving issues · Knowledge of E-Commerce / Payment Services is an advantage. · Willing to learn, demonstrate positive attitude and self-motivated. · Ability to multi-task effectively and prioritize tasks in a fast-paced environment. · Strong sense of responsibility and a collaborative team spirit. · Self-initiative and ability to work both independently and in collaboration with colleagues at various levels. · Excellent communication and interpersonal skills, with the ability to always maintain a professional manner. · Flexibility to work in rotating shifts, as part of an extended support hour schedule. Shift Structure (CSS Team): - 8-hour rotational shifts - 5 consecutive working days followed by 2 consecutive rest days - Work schedule includes weekends and public holidays (off days are rostered accordingly) Shift Timings: Morning Shift: 7:00 AM – 4:00 PM Afternoon Shift: 2:00 PM – 11:00 PM Night Shift: 10:00 PM – 7:00 AM