Merchant Support Executive
Merchant Support Executive
JOB DESCRIPTION
As a Merchant Support Executive, you’re the bridge between the merchants and logistics partners. You’ll be the first point of contact and support to merchants with regards to any software and hardware related enquiries.
JOB QUALIFICATION
Responsibilities
- Provide First Call Resolution technical support to our clients via phone and email
- Manage proactive monitoring service within the targeted Service Level
- Provide timely updates to customers on the status of outstanding issues within targeted Service Level
- Manage customer’s fault enquiries and provide quality assistance
- Support team KPI to meet Time to Restore
- Manage coordination within inter-cross operational supports to ensure speedy fault resolution
- Provide escalation to relevant parties on prolonged outages.
- Manage email within the targeted Service Level
- Manage customer’s special requirements and processes
- Manage coordination within inter-cross operational supports to ensure speedy fault resolution
Requirements
- Diploma/ Degree or equivalent practical experience
- At least 2 years of experience in customer service or IT support will be preferred
- Good communication (written and version) skills
- A strong work ethic, positive attitude and genuine desire to learn
- Passion in promoting digital transformation, technology solutions and digital marketing
OTHER JOB REQUIREMENTS
WORK LOCATION
SingaporeCOMPANY PREVIEW
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COMPANY OVERVIEW
We are a one-stop digital agency dedicated to helping SMEs grow with data-driven digital solutions.
For over a decade, our agency has helped over 5,500 local businesses across industries make the transition from offline to online — solving their most pressing challenges and implementing the right digital strategies to build sustainable, compounding growth. The FirstCom approach relies on in-house expertise, data and results-oriented goals. Our 250 strong team of employees are made up of executives, creatives, designers, marketers and producers who are domain experts in their respective fields.
At FirstCom, we encourage our employees to take an approach of continuous learning. You’ll expect to attend company-sponsored courses for industry-recognised certifications by SkillsFuture Singapore, Infocomm Media Authority of Singapore, Facebook, Google and more.