Agent Support Officer at PalmPay

Job Summary

• The After-sales ASO is responsible for receiving agents and merchants who visit the repair center for POS repair or replacement.
• The role includes checking POS devices, confirming faults, creating after-sales tickets, coordinating repair or swap processes, and returning repaired or replaced devices to users.
• This position requires good customer service, accurate record-keeping, and strong responsibility in handling company assets.

Key Responsibilities

• Receive agents and merchants visiting the repair center for POS repair, replacement, or after-sales support.
• Verify user information, agent ID, POS ownership, serial number, device model, and other required details.
• Inspect POS devices and identify common issues such as battery, charging, printer, screen, keypad, card reader, network, software, or physical damage problems.
• Create after-sales tickets in the system with complete and accurate information, including user details, POS details, fault description, visit date, and repair or swap request.
• Hand over faulty devices to the repair team and ensure all devices are properly labeled, tracked, and stored.
• Follow up with technicians, warehouse, or relevant teams on repair progress, device replacement, spare parts, and pending cases.
• Test repaired or swapped devices before returning them to users.
• Return devices to the correct users after verification and collect required confirmation or signatures.
• Update and close after-sales tickets once the case is completed.
• Maintain daily records of received devices, repaired devices, swapped devices, pending cases, and unresolved issues.
• Report abnormal cases, delayed cases, device mismatch, fraud risks, or asset risks to the supervisor in a timely manner.
• Follow company SOPs and ensure no device is lost, misplaced, or handed over without proper documentation.

Key Performance Indicators

• Number of users received and properly handled.
• Number of POS devices inspected, repaired, swapped, and returned.
• Ticket creation accuracy and completeness.
• Ticket closure rate and pending case follow-up rate.
• Average handling time for repair center cases.
• Device handover accuracy and asset loss rate.
• Daily report accuracy and timeliness.
• User complaint rate and service satisfaction.

Requirements

• OND / HND / Bachelor’s Degree or equivalent work experience.
• Experience in after-sales service, customer service, POS operations, field support, or device repair support is preferred.
• Experience in fintech, payment, POS, banking agency, or merchant service industry is an advantage.
• Good communication and customer service skills.
• Basic knowledge of POS devices and common device faults.
• Strong attention to detail and ability to enter data accurately.
• Ability to use internal systems, Excel, Google Sheets, or basic reporting tools.
• Good follow-up ability and willingness to work with technicians, warehouse, sales, and operations teams.
• High sense of responsibility when handling user devices and company assets.
• Ability to work under pressure in a busy repair center environment.

Working Relationship:

• The After-sales ASO will work closely with repair technicians, warehouse team, after-sales operation team, sales/BD/AGG team, customer service team, agents, merchants, and aggregators.