Merchant Experience Executive - Geylang, Singapore - FIRSTCOM SOLUTIONS PTE LTD

Description

• Manage Retail & F&B clients' enquiries including guiding them to perform certain settings and provide quality assistance
• Understand the scope of work and provide timely updates to customers on the status of outstanding issues within targeted Service Level
• Perform level 1 and 2 troubleshooting and educate stakeholders on system use and best practices
• Analyze the team's progress and process flow to suggest improvements for higher efficiency
• Work closely with the internal tech team to propose recommendations & resolutions to clients
• Perform administrative duties in updating internal records accurately
• Support team KPI to meet First Response Time and Resolution Time
• Manage coordination within intercross operational supports to ensure speedy resolution
• Maintenance of checklist documents & day to day administrative documentation
• Ensure services are renewed in a timely manner and advise clients on their renewal of contract
• Diploma/ Degree or equivalent practical experience
• Experience in customer service or IT support and comfortable with fronting customers
• A strong work ethic, positive attitude and genuine desire to learn
• Passion in promoting digital transformation, technology solutions and digital marketing
• Willingness to work on shifts/weekends
• Good communication and interpersonal skills with excellent command of written and spoken English and preferably Mandarin
• Computer literacy e.g. Excel, PowerPoint, MS Word, Google Docs, Sheets
• Knowledge in Opencart, Wordpress, Wix and Zendesk is a plus

• 5 days work week 4 weekdays, 1 weekend

• Additional $20 allowance per
  weekend shift

• Additional $20 allowance per
  weekend shift
• For
  shift B only, you'll be able to WFH once your performance is stable

• Professional development

• Monday to Friday

• Performance bonus

• Local Polytechnic Diploma (preferred)