Xendit - Customer Experience Generalist

Bangkok, Thailand3w ago

In Office Junior APAC Banking Higher Education Customer Success Manager Senior Community Manager Customer Relations Freshdesk Zendesk Slack Postman

Requirements

• Behaviour • Enjoy the puzzle of solving open-ended problems; you have a great analytical mindset • Willing to be rostered on for weekends and public holiday • Perform can do attitude in handling assigned projects which involve research, analysis, also driving them to completion if required • Communicate well in English across teams within Xendit discipline and self-driven Confidence Eager to learn • You’re goal oriented and able to pursue objectives consistent • You’re able to show empathy and provide calm-responses to our customers to win their confidence • Have minimum 1 years experience in Customer/Merchant Operations management or similar departments in B2B sectors and/OR Relationship Management Experience in Banks, Financial Institutions. Fresh graduates who are eager to learn are also welcome. • Bachelor’s Graduate from reputable Universities majoring in : Engineering, Management, Finance / Accounting, Communications, Computer science/IT • Plus point if you are experienced in ticket management platform i.e. Zendesk, Freshdesk, Zoho, or similar tools

Responsibilities

• Handle customer inquiry by communicating through various channels to solve their needs • Communicate with customers through Email, Whatsapp, Slack, Live Chat and ticketing platforms. • Provide necessary information requested by customers including but not limited to transaction, product, and onboarding related questions, and do escalation to related stakeholders if necessary. • Analyze customer transaction status with operational tools (Splunk, Redash, Postman). • Shows empathy to ensure customer satisfaction • Raise awareness of existing issues or problems to other CS teams. • Ask relevant questions to the customer to capture more context of the inquiries. • Identify detailed types of inquiries in the ticketing platform for inquiry data insight, that will be used for product and process improvement. • Provide support our customers during Daylight time (operation working hour from 8:00 AM – 8:00 PM Bangkok time/GMT+7) • Daylight time (operation working hour from 8:00 AM – 8:00 PM Bangkok time/GMT+7) • Drive or contribute to changes & implementation • Generate idea of operational excellence project from experience in handling customer inquiry • Contribute to operational excellence projects and coordinate with relevant stakeholders.