− Handling customer’s inquiry such as transaction issues, first level technical issues and deliver product knowledge− Ensuring customer’s satisfaction in all calls− Performs escalation to the relevant team− As a support team to others department when needed

− Monitors incoming chats and calls queue to ensure optimal staffing and service level objectives− Administers volume contingency action plans as deemed necessary and appropriate− Keys daily exception requests updates, schedules query, and responds to escalated issues and ad-hoc requests such as raising tickets for any outages− Ensures platform health checks and readiness for all live services including raising emergency escalation when there are abnormalities.− Ensures that all EOD reports originating from the department are accurate and reliable

- Ensuring partner's satisfaction in all calls and chats- Maintained accurate and current partner's data with manual forms processing and digital information updates- Educated partners on how to use company's application, complete forms and obtain desired services- Resolved issues by coordinating with relevant department team- Analysed and escalated complaints, issues and grievances to designated departments for investigation and response- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations