Role of Backend Office Analyst:
A Back Office Representative provides post sales payment processing support recovering credit card orders that have failed authorization, to both external and internal customers. Also answering inbound phone calls and responding to customer emails regarding credit card & prepaid paid issues. Representative is accountable for order cycle time (OCT) payment validation and overall customer satisfaction.
Effective and efficient execution of credit card recovery process for all credit card authorization declined orders
Perform Risk Management process on online credit card orders
Release credit related blocks on the order in SAP for prepaid orders
Achieve target % of Order Cycle Time (OCT) performance in the Credit Validation bucket
Answer inbound customer enquiry calls and/or respond to emails using documented procedures and available tools.
Undertaking proactive outbound communication to customers to inform of the credit card related issues
Escalate issues appropriately.
Log customer calls/emails appropriately
Maintain awareness of and compliance with all HR personnel policies
Accountable for appropriate knowledge and use of departmental and company systems / databases.
Achieve specified performance goals (KPI’s)
Participate in project work as/when required in order to implement improved systems
Working closely with internal departments and External logistic partners to achieve the right outcome for Customers.
The suitable candidate should posses the following pre-requisites:
Degree / Diploma in any field
Minimum of 2 years customer services experience in a call centre environment
Background in operational processing, with exposure to the sales process
Exceptional written and oral communication skills
Commitment to customer service and teamwork
Accurate data entry with an eye for detail
Proven analytical skills
Display an enthusiastic and professional approach
SAP experience
Important Note
Singaporeans and Singapore PR to apply only
Interested applicants are required to send your CV in MS Words to averillee@pplesearch.com
Please do not click on quick apply
We regret that only short listed applicants will be notified
