
Merchant Experience Executive
5 days ago
**[Key Responsibilities]**
- 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 inter-cross 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
**[Working Days/ Hours]**
- 5 days work week - 4 weekdays, 1 weekend
- **Shift** **A** - 9AM to 6PM
- Additional $20 allowance per **weekend **shift
- **Shift** **B** - 1PM to 10PM
- >Additional $10 allowance per Shift B
- Additional $20 allowance per **weekend **shift
- For **shift B only**, you'll be able to WFH once your performance is stable
**Job Types**: Full-time, Permanent
**Salary**: $2,500.00 - $3,500.00 per month
**Benefits**:
- Professional development
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
**Education**:
- Local Polytechnic Diploma (preferred)
Work Location: One location
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