Online Operations Agent Iii

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The main function of an online operations agent is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical online operations agent is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.

Job Responsibilities:

• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

• Engage with vendor support teams to maintain high quality of customer support, by conducting Quality Audits on customer support cases.

• Handle customer/vendor escalations, triage to relevant departments as need and provide insights for escalation drivers and recommend changes to reduce the volumes.

• Obtain and examine all relevant information to assess validity of complaints/issues and to determine possible causes.

• Collaborating with our Payments Team in supporting new product launch requirements.

Skills:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.

• Ability to work independently and manage one’s time.

• Ability to accurately document and record customer/client information.

• Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience:

• High school diploma or GED required.