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Customer Support Representative

Customer Operations | Navi Mumbai, Maharashtra, India | Full Time

Job Description

Payza is the leading global online payment platform that specializes in e-commerce processing, corporate disbursements, and remittances for individuals and businesses around the world. The e-wallet platform provides Payza members worldwide with convenient and flexible loading and withdrawal options, such as localized bank transfers, global bank wires, credit/debit card, checks, prepaid cards, among others.

Our Customer Support team assists thousands of personal and business members by responding to all types of questions, related to the product and services provided by Payza.


Primary Duties & Responsibilities

  • Respond to customer questions by email, web chats and telephone in an efficient and effective manner

  • Pro-actively assist customers with their questions and escalate inquiry to appropriate channel if unable to be resolved at first point of contact

  • Research and resolve inquiries verbally, in writing and on-line

  • Analyze customer feedback and provide strategies on improving features on the website

  • Provide feedback on resource tools to more effectively assist customers

  • Provide feedback to Manager regarding necessary changes and updates, including policies, upgrades, and customer care issues


Required Skills & Abilities

  • Strong verbal and written communication skills with excellent use of English.

  • Computer literacy and strong understanding of e-commerce

  • Strong analytical, decision-making and problem-solving skills

  • Ability to work both independently and as a team member

  • Ability to multi-task and be able to estimate and prioritize tasks

  • Effectively identify problems and issues by performing relevant research using the appropriate tools

  • Ability to work effectively in a fast-paced and high-pressure environment

  • Goal orientated with the motivation to succeed personally and professionally

  • Ability to adapt to changing circumstances base on company’s business requirements. Includes but is not exclusive to, working shift, working hours, adapting to new technologies/products/process.

  • Ability to creatively solve problems by understanding, and apply logic in response to customers inquiries/demands.

  • Excellent time management skills


Experience and Education

  • 1-5 years related experience in Customer support, preference in web chat.

  • Graduates/Post Graduates in any discipline


NOTE: This Customer Support Advisor is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.