MFS Customer Support Representative, Fintech at Channel VAS

Description

Channel VAS, the global Fintech leader, is looking for creative individuals that want to join our journey to redefine the Fintech world as we know it, through mobile devices. Could this be you? Join a team creating amazing products and services that are currently delivered to over 500 million consumers through over 40 telco and finance partners in more than 30 countries.

If being a part of the world’s #1 company in mobile Fintech sounds cool to you, if you find the fields of Big Data, Analytics, Technology and Finance fascinating, then join our team of 200 likeminded individuals, that assist in evolving our technology, products, and services every day.

With unceasing growth in mind, we meticulously look for talented professionals in various positions. Professionals that will provide excellent and steer accessible financial services to most people possible at any chance.

We welcome you to share our vision to lead the global economic and social development, with financial inclusion for all, through mobile value-added services. Join us as we adapt to our new reality, during and after the pandemic and as we keep performing and offering the same level of extraordinary Fintech solutions and turning challenges into opportunities.

As a Customer Support Representative, you will be responsible for assisting users of our service with specific questions on product charged fees, or any product compliance questions.

What you will do

• To answer inbound calls from Customers, Financial Professionals & Mobile Network Operator. Call types may vary and will be regarding Product Support, Financial Transactions, Abandoned applications and Privacy enquiries

• To make follow up outbound calls where first call resolution is not possible and managing incoming mail inboxes, logging internal escalations through dedicated Channel Vas call line, emails, and CRM tool and to provide query resolution to customers

• Consulting system logs to investigate issues described in tickets and to follow up with internal teams to expedite query resolution

• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting as well as explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

• Analyze and report product malfunctions through regular product testing of different scenarios or impersonating users)

• Identify customer needs and help customers use specific features.

• Build sustainable relationships of trust through open and interactive communication

• Documenting issue resolution to contribute to internal reporting, department references and training

What you will bring

• Bachelor’s degree in a Humanities, Statistics, or any analytical field of study

• Certification in customer care-related courses advantageous

• Previous experience on the use of various service desk tools

• 1 to 2 years of experience in a customer support or technical support role

• Excellent knowledge of MS Office (Excel)

• Experience with any CRM (Customer Relationship Management) tool

• Excellent command of English language

Your key attributes

• Ability to multitask in an environment with shifting priorities

• Ability to work autonomously in a highly demanding environment

• Ability to communicate well with customers from different backgrounds

• Ability to de-escalate and effectively handle frustrated or difficult clients

• Ability to analyze systems and identify root causes of issues

• Ability to problem solve and keep an eye out for details

• Willingness to perform at a level that exceeds expectation

• Undertakes their role with the highest level of integrity

Why you should apply

• Gain exposure to a fast-paced, collaborative work environment

• Be a part of a multicultural working environment

• Meet a very unique and promising business and industry

• Gain insights for tomorrow market’s foreground