Customer Support Specialist

At Opn, we believe the digitalization of the economy has opened up the world and offers endless opportunities to grow and make meaningful connections with one another. Opn is powered by its payment infrastructure sister company, Omise Payment Holdings, which provides one-stop online payment solutions.

Opn connects people, businesses and society in innovative ways to provide fair and open access to a growing economic ecosystem under its vision of enabling access to the digital economy for everyone. We are on a mission to make digital finance seamless and borderless for people and businesses. Our solutions are used by thousands of companies worldwide including Toyota, ByteDance, ICBC, SCB, True, Allianz Ayudhya, McDonald’s, BMW, King Power and Pomelo.

We are obsessed with solving financial coordination problems and developing new business models and technology that enable businesses to grow. We focus on addressing financial complexities and chokepoints by offering seamless and borderless solutions for our customers because we want them to focus on their core business and value proposition. 

As a value-driven organization, we are dedicated to selecting and retaining the sharpest minds across all functions. Help us make digital finance seamless and borderless for people and businesses. 

Why we need you

At Opn, we are transforming the online payment experience for businesses, no matter how big or small. As a Customer Support Specialist, you have a great opportunity to make a positive impact to Opn customers by providing outstanding service that helps them achieve desired outcomes for their payment acceptance needs.

What you will be doing

• Make customers happy by handling customer inquiries and help them attain desired results out of payment acceptance services provided by Opn.
• Take ownership of customer tickets that come directly through Opn online contact channel or through Call Center and other team’s communications.
• Clarify actual customer needs, classify customer ticket types, set proper priority to each ticket.
• Ensure that customer tickets contain essential information required for tracking progress, in-depth problem analysis and escalation. 
• Summarize learning obtained from each ticket into a proper format that can be used for status report and knowledge base development
• Escalate issues with unknown root cause to Product/Service Specialist in order to resolve customer problems, get root cause and prevention identified while maintaining proper communication line with all stakeholders.
• Ensure Service Level Agreement (SLA) for responsive service is met for each customer’s ticket.
• Assist Service Operations team in maintaining service quality for continuous service delivery.
• Participate in the Early Access Program, User Acceptance Test (UAT) and other Release process components to proactively represent customers and share customer views and voices.
• Contribute practical ideas and suggestions needed for continual service improvement to Service and Operations Improvement team.
• Carry out proactive tasks that improve the service experience for Opn customers.

You

• A degree in any field, preferably IT or Finance related
• Customer first mindset
• Team player who can work across boundaries
• Fluent in English, both in writing and speaking
• Ability to articulate technical information into common language for a non-technical audience
• Self-motivated and can develop knowledge and skills through independent self-learning
• Willing to go above and beyond to help Opn customers succeed in making Opn’s offerings a key component of their daily business operations
• Having practical experience in online services or E-Commerce working environment is an advantage

How to apply

If you liked what you read and believe to be up for the challenge, we'd be pleased to welcome you to the recruitment process for this position. Simply click on apply and submit your contact info. Afterward, this will happen next:

• The hiring team will review your application
• 2-3 Interviews with the hiring team, People Operations team and all stakeholders involved in the process

Why you’ll love it here

• Work with other talented, ambitious international colleagues who love their craft
• A modern and well-equipped work environment
• Flexible working hours
• A medical healthcare plan and annual health check-up
• A friendly bunch of colleagues

What we believe in

• We cultivate teamwork and a trust-based working culture
• We celebrate diversity and continuous improvement
• Giving our employees the opportunity and create for their own success

About Opn

• Founded in 2013 (formerly Omise), 500 people
• Headquartered in Japan, with operational headquarters in Bangkok and offices in Singapore, Indonesia, Malaysia and Vietnam
• Raised over $236M of funding to date from institutional investors including SCB10X, SPARX Group Co. Ltd., Toyota Financial Services Corporation, JIC Venture Growth Investments, MUFG Bank, Mars Growth Capital, Ascend Venture Group, and more
• Won Digital Startup of the Year at Digital Thailand Big Bang 2017
• Won Forbes Japan Startup of the Year 2018
• Won 3 awards from International Business Magazine Award 2020
• Most Innovative Electronic Payment Platform for Singapore
• Most Innovative Seamless Transactions Provider for Singapore
• Best Payment Solutions Provider in Singapore
• Won Mizuho Innovation Award 2022 (Q2)

Life at Opn

Nearly 500 Opners work from our six office locations as well as remotely from home or co-working spaces. While we are a global company, a lot of our thinking goes into how to solve payment problems at the hyper-local level to help businesses scale and reach their customers. 

Our core values — simple, real, and beautiful serve as our North Star and are integrated into how we work and the results of our work. 

At Opn, we empower people to embrace project-ownership and take initiative. We love to see Opners act as the owner of the outcome and confidently provide solutions to each challenge, taking a collaborative teamwork approach. Our fellow Opners are encouraged to discuss and share ideas, and are given the freedom to explore all areas of their work, in order to achieve the expected results.

People at Opn are from different backgrounds and together, we contribute to creating an inclusive, friendly, and safe working environment. As a company, we embrace diversity and value open discussions, a learning mindset, professionalism, and respect. “Growing with us” means to celebrate the challenges and to always look for opportunities to learn, develop your skills, and move one step forward each day. If this is the work environment you are looking for, then get in touch with us.

We look forward to hearing from you.Opn embraces diversity and nourishes an open and inclusive work environment. We are home to over 27 nationalities and all decisions to hire, promote or discharge are based on merit, competence, performance, and business needs.

We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other applicable legally protected characteristics.

* Discover how Opn prioritizes and protects your privacy and data by clicking HERE to explore our Human Resources privacy policy before you embark on your journey with us.