Customer Support Associate (Escalation)

Overview:

Manages customer escalations and customer recovery, and ensures resolution within agreed SLA.

What you will be doing:

• To help manage L1 complaints (Merchant)
• Coordinate and manage the scheduling of mediation cases.
• Prepare comprehensive summaries for each mediation case.
• Conduct case briefings to ensure all relevant parties, including CSG and Legal, are informed.
• Handle post-mediation administrative tasks, including but not limited to processing reimbursements and preparing quitclaim forms.
• Record and manage invoice filings in SAP Concur.
• Ensure that channel escalations are addressed and resolved faster than the usual turnaround time.
• Work with necessary departments to ask for inputs/guidance to mitigate the risks involved.
• Generates and shares comprehensive and detailed reports about statistics

What we are looking for:

• At least 2 years of experience in Customer Service Industry.
• With advanced experience in the assessment of CX Technologies such as Chatbots, RPA, VoC collection, Ticketing Platforms, QA Processes, etc.
• Must have worked in a fast-paced and innovations culture, dealing with evolving Customer Service Requirements
• Past product and/or project management experience is a plus.
• Experience in building and scaling operations, particularly in a fast-paced FinTech environment