Description:
A global technology giant is looking for a Members and Pay platform officer to join their growing social media and customer service team.
- Point of contact for Tier 3 escalations for Customer Care, responsible for guidance or redirection to correct point of contact within the business
- Resolve error reports submitted via the Members platform and escalate to Tier 3 Technical Support when required with detailed information
- Resolve error reports submitted via the Pay platform and escalate to Tier 3 Technical Support when required with details information
- Make outbound calls to customers to provide troubleshooting, gather information and provide advice (when required)
- Reply to customer enquiries/error reports sent to au.samsungpay@samsung.com.
- Ensure the Members Error Report and Pay Customer Service training is up to date, relevant, and effective (inc. KB and Circuit)
- Effectively communicate with internal stakeholders by providing high-level support to the service team, marketing team, card issuers and other external stakeholders by delivering CS training, collaborating on projects, defining responsibilities and organising/attending meetings.
- Preparation for new product launches. Ensure that the Pay website is accurate and up to date
- FAQs to be created based off enquiries received via Member error reports and uploaded for Customer Care and internal stake holders using Learning Management System.
- Ad hoc reporting/tasks through various systems (call centre software, scheduling data, etc.)