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Customer Service Collaborator, Zalopay

Role Overview:

Job Descriptions:

• Provide support and answer questions from Customers/Partners regarding account information and online payments via the Zalopay e-wallet/payment gateway.
• Check and resolve complaints related to online payment transactions through bank cards or e-wallets for Customers/Partners.
• Report and assess service quality and any incidents that occurred during the day.
• Working hours: Shift 1 (8:00 AM – 5:00 PM), Shift 2 (1:00 PM – 10:00 PM), Shift 3 (10:00 PM – 8:00 AM); rotating shifts, 5 shifts per week; includes working on public holidays.
• Customer support channels: via phone and written communication.

Requirements:

• Enjoys communication, always eager to assist, resolve issues thoroughly, and ensure customers feel they are receiving excellent, customer-focused support.
• Has at least 1 year of experience in customer care, consultation, and persuasion.
• Responsible, completes tasks effectively, and can handle high volumes of support requests under pressure.
• Honest, detail-oriented, proactive, eager to learn, and willing to continuously update knowledge; able to assess and respond to issues effectively via phone and written communication.
• Clear and pleasant speaking voice.
• Willing to work in shifts, including on public holidays.
• Proficient in computer usage, with strong written communication skills for customer support.
• Good English communication and writing skills are a plus.