Merchant & Customer Service Specialist

Key Responsibilities:

Pre-onboarding

• Stay up-to-date on product knowledge and company policies
• Answer customer inquiries and provide information about Bettr loan products
• Follow company guidelines and procedures for handling customer/merchant service’s inquiries and issues.

Post-onboarding

• Handle customer complaints and resolve issues within given SLA
• Collaborate with other team members to provide excellent customer service
• Keep accurate records of customer interactions and feedbacks
• Assist customer/merchant in different transaction process, including deposits, withdrawals, and account maintenance, such as updating personal information

Requirements:

• 10+ years’ experience in a customer service (Tech or FinTech environment is a plus)
• 5+ years’ experience in a bank, fintech or payment gateway’s customer service environment
• Fluency in English and Thai languages to speak with internal/external stakeholders Strong track record of being a creative and efficient problem solver, cross-functional collaborator, and strategic thinker in a fast-paced, culturally diverse environment
• Strong motivation and drive to elevate a high-performing 24/7 customer support team
• Experience with CX tools example; Zendesk, Chatbots, QA tool
• Maintain a positive attitude and ensure customer satisfaction at all times