Help Desk Expert

7 days ago


Hong Kong, Central and Western District, Hong Kong SAR China HKT Full time

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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