Monee is a part of Sea Group, a leading global consumer internet company. Monee's mission is to better the lives of individuals and businesses in our region with financial services through technology. Monee's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
Job Description:
- Aid in the implementation of standard customer service / support operating procedures for claims / non-claims questions and issues
- Ensure that customer service metrics, provide reports/status updates on customer service initiatives are reached, and suggest concrete methods for improvement.
- Handle customer requests, complaint investigations and resolutions
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Support quality assurance and user acceptance testing (UAT) efforts by working with relevant stakeholders to ensure alignment and desirable outcomes
- Contributes in the design of new and existing processes. This includes mapping out features and requirements necessary for product development
Requirements:
- Diploma/Bachelor's Degree in any field.
- At least 1 year of experience in customer service and complaint management experience. Experience in insurance or financial services is a plus
- Customer-oriented with a strong focus on delivering excellent customer experience
- Excellent communication (verbal and written) and interpersonal skills
- Familiar with the workflow of contact center systems
- Ability to multitask, prioritize and manage time effectively
