Customer Support Officer

2 days ago

Singapore OXPAY SG PTE. LTD. Full time

**Customer Support Officer**:
**Summary**:
OxPay Financial Limited is a leading payment company in Asia listed in the Singapore Stock Exchange. Its subsidiary, OxPay SG Pte Ltd is a MAS-licensed Payment Service Provider. Together with licensed payment subsidiaries in Malaysia, Thailand and Indonesia, the Group aims to become an ASEAN payment powerhouse by expanding to more countries in Southeast Asia.

We are seeking a Customer **Support Officer **who will be responsible for the general customer-facing services of the company focusing on attending customer inquiries, escalating customer issues, updating customer records in our system, deploying payment devices and services to customer premises and other activities in the Operations Department.

**Responsibilities**:

- Monitor incoming requests, notifications and alerts from various parties.
- Responsible for monitoring and first level of resolution of issues raised by customers.
- Resolving through existing procedures, researching, diagnosing, troubleshooting, and identifying solutions to customer problems.
- Taking ownership for following through to resolve reported issues.
- Conduct remote troubleshooting and give clear instructions to customers.
- Route and escalate the issues to other departments if needed.
- Establish a timeline and coordinate with other departments for harder-to-solve problems.
- Create responses and keep customers informed of progress.
- Provide briefing and training on operation processes to internal departments.
- Create & update help, user guides, process documentation and manuals for the team to utilise.
- Install, setup, troubleshoot or maintain hardware and software configurations
- Schedule and deploy payment services and devices to customer premises.
- Provide product functionality training to customer users
- Onsite support, troubleshooting and maintenance
- Keep track of inventory, order replacement parts or repairs as required.
- Provides general administration support in various administration functions.
- Coordinate and work closely with all departments
- Make daily/weekly, routine or ad hoc report

**Requirement**:

- Nitec/Poly in relevant Information or Computer Technology or Business.
- Experience as a Customer Support, Technical Support, Admin Support or a similar role preferably in Fintech or a digital marketing field would be an advantage
- Class 2B or above licence with motorbike would be an advantage
- Singaporean preferred

**Skills and Qualifications**:

- Systematic and methodical in diagnosing issues
- Able to use computer softwares
- Electronic Mail Software - Gmail
- Understand Cyber Security
- Record Management Skills
- Communications skills
- Conflict Management abilities
- Information Ordering
- Can make sound and logical decisions with patience
- Problem-solving skills
- Resourcefulness
- Integrity (Honesty, Dependability)
- Excellent Interpersonal Skills and customer service
- Attention to detail
- Active Learner
- Good command of Written and Verbal English Language
- Can work independently with mínimal supervision
- Language: English, Chinese or Malay

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