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2 weeks ago

Job Summary

At Deel, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

What you’ll do at Deel

  • Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently.

  • Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution.

  • Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved.

  • Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers.

  • Provide clear and concise answers to complex technical queries.

  • Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes.

  • Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations.

Key Qualifications:

  • 3+ years of experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment. The level and title of the position will be determined based on the years of experience.

  • Prior experience in BPO, Call Centres, or Customer Facing Teams will be considered a valuable addition.

  • Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications.

  • Proven ability to explain complex issues in a manner that is understandable and customer-friendly.

  • Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues.

  • Exceptional attention to detail and strong analytical skills.

  • A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output.

  • Excellent communication and interpersonal skills, conducive to a team-oriented environment.

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