Agent Support Officer

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.

Role Expectation:

• The After-sales ASO is expected to provide timely and professional support to users visiting the repair center, ensure accurate ticket and device management, protect company assets, and help improve repair center efficiency and user satisfaction.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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