Help Desk Expert
7 days ago
Job Requirements
To succeed in this role, you will need:
Main Responsibilities:
- Handle customer telephone enquiries, address concerns and queries from customers and merchants.
- Provide professional quality customer services and technical support via handling inbound / outbound calls to resolve merchants' issues and enquiries on HKT POS.
- Collaborate with internal teams for cascading and/or escalations of HKT POS services-related concerns.
- Analyze payments-related issues, assist with disputes and provide sustainable solutions.
- Assist with exceptional situations or customer concerns with merchant processing and equipment.
- Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends and sharing reports.
- Carry out ad hoc assignments for call centre operations.
Skills and Qualifications:
- Minimum 1 year experience in online customer support, live chat and calls.
- Organized and able to multitask across different platforms.
- Maintaining composure under pressure and demonstrating patience.
- Excellent cross-functional collaboration skills.
- Assertive nature and ability to communicate effectively internally.
- Able to perform shift duty on weekends and public holidays, depending on work schedule.
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