Job Summary
The Operations Support Executive serves a Shift Support Agent and acts as the first point of contact for our fintech clients via phone calls and other social messaging tools outside of working hours. This role is responsible for answering general inquiries related to our fintech products and services, conducting initial issue triage, and escalating more complex or technical cases to the appropriate internal teams. The ideal candidate is service-minded, detail-oriented, and comfortable working in a fast-paced, B2B environment.
Key Responsibilities
- Provide excellent first-line support to enterprise clients via inbound phone calls
- Support messaging channels (e.g., email, chat) during periods of low call volume as needed
- Deliver accurate and timely information on basic product features, transaction workflows, and account navigation
- Document all client interactions and inquiries in the ticketing system with clear, concise, and structured notes
- Follow SOPs and established workflows to resolve common inquiries and service requests
- Perform initial issue triage and escalate unresolved, technical, or complex cases to the appropriate internal team
- Monitor call queues and ensure adherence to SLA metrics, including call pickup time and duration
- Proactively communicate recurring issues, client concerns, and feedback to the support specialists or product teams
- Ensure a consistently high standard of service quality and professionalism is delivered to fintech merchants
- Stay up to date with internal processes, product updates, and support procedures
- Monitor and respond to incoming tickets during assigned shift hours
- Handle basic inquiries, routine requests, and standard operational issues
- Provide accurate and timely responses following pre-defined templates and SOPs
- Prepare clear handover summaries to the next shift
- Update internal tracking sheets, forms, or dashboards as required
- Ensure all assigned tasks are completed within SLA and accurately documented
- Coordinate with other shift members or on-call specialists/engineers as needed
- Identify and escalate urgent or out-of-scope issues to senior level, supervisor or team manager
- Follow escalation procedures and notify stakeholders appropriately
- Communicate status updates when requested by team lead or cross-functional teams
Key Competencies - Overtime Support Team (Shift A & B)
Successful candidates are required to meet the following key competencies.
- Shift Reliability: Strictly adheres to assigned shift schedule (either 15:00-00:00 or 00:00-09:00)
- Well-disciplined and very accountable: Be on time for duty, ensuring professional perception among clients
- Customer-centric mindset: Actively listen and empathize with client's needs
- Social tools comfortability: Be able to focus and respond via social messaging tools e.g. Line, WhatsApp, AWS Connect and so on as one of the key tasks
- Adaptability: Adapts to updates in SOPs and tools used
- Positive thinking and growth mindset: Strong sense of urgency with continuous improvement mindset for highest accountability and operational excellence
- Collaborative work approach: Coordinate well with relevant internal teams and escalate with the right context/information
- Fast learning pace: Strong in learning capabilities and fast adaptability as there are variety of issues/situations during day-to-day operations
- Critical thinking approach: Basic problem-solving with logical thinking to adaptively mitigate situations with clients considering the predefined SLA
Requirements
- Bachelor's degree in Business Administration, Finance, Arts or related fields
- 1 - 2 years of experience in customer support, call center or operation support (preferably in fintech, banking, or tech-related services)
- Basic knowledge of Microsoft Office e.g. Word, Excel including Google Docs, Google Sheets
- Basic problem-solving with logical thinking
- Proficient in both Thai and English for workplace communication
- Be able to work as a team, will to learn, and very detailed oriented with high adaptability
- Be able to work on shift
- Be able to accommodate these key values: >> Customer Service - Professionally manage difficult or emotional customer situations, respond promptly to customer needs >> Interpersonal Skills - Be able to coordinate with different levels of stakeholders >> Ability to Multitask - Be able to handle several tasks in well-organized manner >> Time Management - Be able to prioritize and use time efficiently based on priority of the issues in hand >> Discipline - Be responsible and accountable >> Proactive Mindset - Able to proactively do self-learning, embrace changes and seek for continuous improvement
We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.
Interested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.
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