Operations Support Associate

About the Job

 

The core mission of the Operations Support Associate is to provide helpful information, answering questions, and responding to client’s complaints. The main goal is to act as a frontliner and offers proactive assistance to the customer in a timely manner.

 

As our Operations Support Associate, you will have these main objectives:

 

Responding promptly to client inquiries

Communicating with clients through various channels

Acknowledging and resolving client’s complaints

Possessing a thorough knowledge of our products

Documenting all client’s interactions, transactions, comments and complaints according to standard operating procedures

Communicating and coordinating with colleagues as necessary

Escalating concerns through known escalation paths

Providing feedback on the efficiency of the client service process

Ensure client satisfaction and provide professional client support

Assist with merchant technical integration

Take an active part in the monitoring of day-to-day operations

Requirements

You will be a good fit if you:

 

Are aligned with our values of Belief, Transparency, Accountability & Ownership, Relentlessness and Speed 

Have Proven customer support experience or experience as a client service representative

Have a track record of over-achieving quota

Have customer orientation and the ability to adapt/respond to different types of characters

Possess excellent communication and analytical skills

Have the ability to multi-task, prioritize, and manage time effectively

Are knowledgeable/proficient in using spreadsheet (preferred)

Role Requirements:

 

At least 1 year of Customer Service Experience for English-speaking businesses/clients/customers, preferably in e-commerce or similar businesses

Strong e-Commerce or PSP customer service background

Experience in using MS Office, G-Suite, ZenDesk or similar tools

Genuine care for customers & clients

Outstanding written and verbal communication skills, email and chat etiquette

Proactive personality and self-motivator

Initiative-led with the ability to multi-task and detail-oriented in a fast-paced environment

Proven to be organized, methodical and rigorous

Strong computer skills in eCommerce/PSP applications and the ability to learn new applications quickly

Team player, able to develop great relations with co-workers and stakeholders (externally & internally)

Willingness to work on shift schedules