Customer Backend Support Specialist (Hong Kong)

Job Responsibilities:

• Maintain accurate records of refund and reimbursement transactions, including detailed documentation of approvals, payments, and communication with stakeholders.
• Process refunds accurately and efficiently through backend systems and maintaining proper documentation.
• Gather feedback from users regarding their experience with our applications and services, capturing both technical issues and general feedback.
• Provide clear and concise instructions to users via email to guide them through issue resolution steps or escalate issues as necessary.
• Ensure all communications adhere to company standards and guidelines, maintaining a positive and helpful tone in all interactions.
• Document user feedback and suggestions, categorize them for analysis, and escalate critical issues or trends to relevant teams for further review.
• Review and process new driver applications, ensuring all required documents meet company standards.
• Verify documentation provided by drivers and update our system with new vehicle details promptly.
• Ensure all vehicles are adequately insured by coordinating with drivers, processing renewals and updates in a timely manner.
• Authenticate driving and vocational licenses provided by drivers, conducting necessary checks in collaboration with relevant authorities.
• Maintain adherence to Hong Kong regulations and company policies, staying updated on changes affecting driver qualifications and vehicle requirements.
• Maintain detailed records of compliance activities, audits, and corrective actions taken, ensuring documentation is up-to-date and accessible for regulatory inspections.