Advanced Product Support Specialist (Services)

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Manager & Professionals
Job Code: 1619

Job Responsibilities

The Advanced Product Support Specialist (Services) plays a critical role in the Razer Customer Advocacy (CA) Organization supporting Razer services.

As a member of the Advanced Product Support (APS) team, the Specialist will serve as the Subject Matter Expert (SME) on Fintech product and services which include micropayment, gift card, payment gateway and virtual credits platform. The incumbent shall focus on providing the best product and support customer experience, resolve escalation through collaborative efforts with support operation team members and business function owners, with an aim to deliver efficient, reliable and accessible payment options to our valued customers.

  • Lead CA New Product Introduction (NPI) programs for Razer Services
  • Rollout creative solutions to advocate best product and support customer experience, steer support process design
  • Collaborate with business functional stakeholders on product support planning and on Net Promoter Score (NPS) improvement initiatives
  • Lead CA cross-function team members in new product and services rollout, review of campaigns/ promotions, issue reviews, assist with creation of product training materials and knowledge base articles
  • Resolve issue escalation with customer support and business operation teams
  • Build and maintain strategic relationship with partners

Pre-Requisites

  • Bachelor's Degree required, finance or business degree is a plus
  • 1-3 years of experience working with e-commerce/banking product/e-wallet services
  • Relevant experience in product and project management
  • Strong written and verbal communication skills, highly analytical with ability to breakdown complex concepts
  • Self-motivated, detail-oriented and take charge of responsibilities/area of duties assigned