Senior Customer Support & Operations Specialist

Location: Asia-Pacific - Singapore
BU/Function: RazerGold
Seniority: Manager & Professionals
Job Code: 1754
The Senior Customer Support & Operations Specialist works closely with various cross-functional teams and external partners to support the daily operations of the Razer digital wallet service, maintaining high team efficiency, providing exceptional customer service and a positive user experience.

It is imperative for the Senior Customer Support & Operations Specialist to understand and be familiar with the business, service and customer behaviors. He/she should also be constantly motivated and alert on problem trends, emergency situations and service disruptions.

Job Responsibilities

  • Establish and manage customer-centric platforms, processes and training materials for customer service and business unit operations, supporting the digital wallet service across the website and mobile apps
  • Working with relevant internal customer advocacy, marketing and product teams to address advanced customer support needs
  • Monitor escalations across different teams, business units and external partners, ensuring escalations are promptly addressed and resolved
  • Able to identify, validate and report on suspicious data trends and patterns immediately and provide appropriate contingencies
  • Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting strategic goals and KPIs
  • Compile service reports for internal stakeholders when required
  • Any ad-hoc responsibilities as assigned

Pre-Requisites

  • 3-5 years of experience in digital payments, credit card schemes, financial technology or banking
  • Strong customer-centric attitude and troubleshooting skills to address customer issues
  • Great attention to details
  • Fast learner, self-motivated and self-starter who can act on own initiative
  • Maintain high standards, drive results, and have a bias for action in a dynamic and collaborative environment
  • Ability to think outside of the box
  • Ability to work both independently and in a team environment
  • Outstanding organizational skills with multitasking skills
  • Constant self-improvement with regards to their domain of work