Customer Complaint Operations Specialist

2 weeks ago


Petaling Jaya, Malaysia Teleperformance Full time

Overview

Customer Complaint Operations is a global team responsible for for investigating and solving complaint tickets related to and caused by payment related issues.

The CCO lives the values of our client which are: -
1. Responsibility : The CCO represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence : We always want to shoot for the best possible result.

The CCO is expected to project a professional company image through various communication channels.

Qualifications

Education background:

Bachelor’s Degree or at least Diploma or equivalent in any discipline. Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)

Work experience:

1~3 years' work experience in content moderation or e-commerce customer service handling. Excellent written and verbal communication skills in English and one local language Strong problem-solving skills and demonstrated multi-task capabilities and ambiguity Flexible for shifting schedule and changes along with it Ability to handle high volumes during promotions and peak seasons

Preferred Requirements

Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment) Customer Complaints handling, Compliance or moderation operations experience is preferred Strong analytical and research skills Knowledge Ability to work in a fast and evolving environment with detail-oriented focus. Experience in E-Commerce buyer/seller/creator services and Trust and Safety guidelines is an added advantage. Experience in Microsoft Office Suite is preferred Preferably to have a typing speed of at least 40 words per minute

Responsibilities

Investigating and solving complaint tickets related to and caused by payment related issues. Solve customer complaint tickets for payment inquiries from customers/merchants based on a good understanding of payment products, including paying, withdrawal, refund and payment method binding products. Define the root causes of inquiries and invite the correct peer functions like product manager, tech engineer, risk operation etc. to support problem solving. Categorize customer inquiries for further analysis so as to bring down inquiry volume. Propose operation tools and process enhancement recommendations for operational efficiency improvements. Co-ordinate with other functions of ByteDance units to complete the designated work to meet the team's goal. Become and remain knowledgeable and passionate about leading ByteDance products and service standards. Review tickets within agreed latency SLA and standards of quality and policy guidelines. Ensure adherence is met on all basic product related training and clear the exams Perform reviews and research to provide excellent policy support Collaborate with cross-functional resources to notify and escalate substantial risk content per policy to ensure quick resolution. Protect our ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions

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