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Customer Operations Analyst

Makati, Metro ManilaFull-time
About the Job
At GECO Asia, we are a specialist Digital Transformation Consulting Company with cutting edge projects with industries like modern Financial Institutions, Automotive Companies, Banks, Government Agencies, specialist SMEs and leading Technology companies in Asia-Pacific.

We are seeking experts who are interested in the following project positions:

Customer Operations Analyst: [PERMANENT]

Duties and Responsibilities:
  • Be the voice of the customer by providing empathy and efficient customer care via real time chat to wallet app users around the world. As part of your role, you will connect and educate customers on the proper uses of wallet app.
  • You will use your strong analytical skills to comprehend customer intentions and apply the most efficient way to resolve.
  • You are customer focused ensuring that you manage customer complaints efficiently and have experience dealing with external governance and regulatory bodies and orgs.
  • You will collaborate and engage with customers on Social Media escalations ensuring timely contact and resolution.
  • You are a strong communicator, initiating engagement with customers to proactively remediate their wallet app experience.
  • You will be a generous team player by providing real time messaging support to your colleagues and stakeholders across the business.
  • Be an advocate for workflow improvements by working cross functionally to ensure that any feedback/improvements in process are shared with stakeholders.
  • You are a mission driven individual who will carry and drive the wallet app care culture with your colleagues and within your team.
  • Be an advocate for workflow improvements by working cross functionally to ensure that any feedback/improvements in process are shared with stakeholders.
  • You are a mission driven individual who will carry and drive the app care culture with your colleagues and within your team.
  • Shifting Schedule support is required.

Requirements:
  • BA Degree/Diploma or equivalent experience required.
  • 3+ years relevant experience in a customer care role.
  • Experience in improving and creating solutions for customers.
  • Proficiency with MS Office, and a good knowledge of databases.
  • Experience in multitasking and managing competing priorities.
  • Fluency in English, both verbally and in writing.

Preferred Qualifications: 
  • Experience with multiple technologies e.g SQL.
  • Experience in a fast-paced startup environment.
  • Messaging/Chat background when dealing with customers.
  • Fluency in a second language preferred.
  • Operating in an online queue system.
  • Experience in SOPs.

Job Type:
Full-time.
Work Remotely: No.