The Customer Service Support will be part of our World-Class Customer Support team where you will be responsible for supporting card holder’s needs on a variety of Doo products. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service.
In this role, you are expected to:
- Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations.
- Collaborate with peers to help cardholders, provide thought-leadership, and inspire both customers and peers in a diverse business environment.
- Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.
- Evaluate the nature of each call and determine the appropriate action to complete the request.
- Answer general customer service questions from cardholders, explain multiple program features, and where appropriate, transfer the customer to the issuing bank to obtain specific account information or transfer the customer to an appropriate Third-Party Service Provider.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Provide general information and support on any related topic or product and direct the customer accordingly.
- One Stop Fulfillment of Customer Service with customer and the issuer.
- Use several computer programs to respond to customer inquiries.
- Document cases to show action taken.
Requirements
We are looking for an individual who brings experience, a curiosity about payments, is results-driven, and client focused. As a candidate, you should have:
- Required languages – native/professional proficiency in Mandarin is an added advantage
- Must be able to work shift work, on public holidays and on weekends
- Diploma in any relevant discipline
- Strong customer service skills and orientation
- Requires a minimum of 2 years experience in a customer service environment
- A minimum of 1 year in a Contact Center environment
- Strong verbal, written and interpersonal skills required
- While this is an individual contributor role, the candidate should also have a demonstrated ability to work collaboratively to achieve results as part of an effective team
- High level of active listening skills
- Fast and accurate keyboard skills
What will also help:
- Working knowledge of the payment industry and Doo’s business
- The capacity to experience other people’s thoughts and feelings from their point of view, rather than our own
- To remain positive despite the nature of the conversation.
- Experience working in the travel and hospitality and call center environment preferred
