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- 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)
- 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
- 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
- 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
Customer Complaint Operations Specialist - Petaling Jaya, Malaysia - Teleperformance
Description
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:
Work experience:
Preferred Requirements
Responsibilities