Social Care Agent

What we do

Founded in ‎2011, Coda Payments ( "Coda") is the leading provider of secure,
cross-border monetisation solutions for digital products and services in more
than ‎60 markets. Through our three services: Codashop, xShop, and Codapay, we
help top digital content publishers worldwide such as Activision Blizzard
(Call of Duty: Mobile, Diablo Immortal), Riot Games (VALORANT, League of
Legends: Wild Rift), Moonton (Mobile Legends: Bang Bang), Garena (Free Fire),
Tencent (PUBG Mobile), beIN, Bigo Live, Tinder, and Viu to monetise their
content and unlock new revenue streams.

Headquartered in Singapore, Coda has ‎11+ offices and ‎35+ remote locations
worldwide. To date, we have over ‎500 employees of ‎42 nationalities working
together towards the same mission: to offer our customers the best value,
experience and entertainment every day, without fail.

In ‎2022, we have also been named the 5th fastest growing fintech company in
the APAC by the Financial Times, the 13th fastest growing company in Singapore
by the Straits Times, and a Technology Pioneer by the World Economic Forum.

Working at Coda

Life at Coda is fast-paced, challenging, and fun. As a rapidly growing global
company, we 're always looking to step up and adapt to changes quickly; there
is never a dull day at Coda.

Nonetheless, we value work-life balance as much as you do. At Coda, remote and
flexible working arrangements take centre stage for Codans to work smartly and
have autonomy in how they work.

We make things happen in the most impactful and effective manner. We are
looking for someone eager to initiate new ideas, hungry to contribute more,
derives satisfaction from team wins rather than individual ones, and values
integrity. If this sounds like you, you will fit perfectly into our Coda team!

**

Responsibilities**
* On a daily basis, you will ensure inquiries are met with urgency when responding on behalf of Coda to customers on social media. You will also be a part of information sharing, troubleshooting, professional conversations, and conduct in addition to creating a friendly sense of community online
* Manage incoming social media messages
* Interact with our followers on social media, engaging them in positive conversation to become Coda ambassadors
* Analyze, research, and explain troubleshooting solutions to customers who are encountering challenges
* Work with upset customers to find the root of the problem and provide them with white glove service
* Escalate trends, issues, and customer feedback to appropriate teams
* Partner and communicate with cross-functional teams and stakeholders to drive efficiency and innovation
* Display a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service

Qualifications

• Fluency in English and Arabic


• Excellent verbal and written communication skills in English and Portuguese


• Minimum of one-year call center experience


• Minimum of one year demonstrated ability to drive results within a team


• Demonstrated ability to prioritize, multitask and problem solve


• Open to a flexible schedule which may include evenings, overnights, and weekends


• Previous experience responding via social media on behalf of a large company.


• Adaptable to change.


• Familiarity/Experience with Social Media Platforms Hootsuite, SparkCentral, Sprinklr or ZenDesk.
  We are an equal opportunity employer and do not discriminate based on gender,
  race, age, religion, disability, or other local protected class. We are
  committed to cultivating an inclusive environment for all employees, and we
  welcome the diversity that you will bring!

We are sorry to inform you that only shortlisted candidates will be notified
as we may be overwhelmed by the number of applicants coming into our system;
hence if you do not get a reply from us - don 't give up on us just yet!

We encourage you also to check out our career site at
https://www.codapayments.com/careers - we may have other suitable openings for
you.