Handling payment related inquiries from buyers & sellers
Review and collect all necessary information, analyze and contact relevant departments if necessary to provide appropriate handling, directly solve and follow to the end.
Provide an effective solution, do not let the case leading to the crisis.
Suggest improvements to the process or find mistakes, follow up closely.
Synthesize and build framework for handled crisis cases to retrain frontline staff can handle by themselves
Maintain a balance between company policy and customer benefit in decision making
Requirements
Good problem-solving, acumen to detect problems that may lead to a crisis, need multi-views to come up with an appropriate solution
Always willing to handle complex cases, willing to handle and learn from it
Positive thinking, staying strong in mind
Have a good customer mindset, bring value to customers
Responsible for following up the case to the end, enthusiastic, ready to work on duty
