Customer Service Representative 1
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.
Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.
We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.
Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
Responds to customer inquiries via the telephone to provide problem resolution in accordance with the organization's service standards.
Receives and / or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical / service areas.
Maintain detailed and current knowledge of the company's / assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable.
Requires ability to navigate a computerized data entry system or other relevant applications.
What Part Will You Play?
Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of assigned company clients.
Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
- Begins to build base knowledge and familiarization of products, policies, and procedures for a number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.
- Approximately 30-50 inbound calls daily. Calls consist of inquiries on account information, address changes, balance inquiries etc.
- Training is 4-5wks (100% attendance required throughout) with an additional nesting period providing full orientation & extra support.
- Should you be a fluent bilingual (English and French) agent, there would be an additional premium rate of pay available, if you start taking both English & French calls.
This is also subject to French call cover being required.
What Are We Looking For in This Role?
Minimum Qualifications
- High School Diploma or Equivalent
- Current customer service experience
- Work from home experience preferred
- Strong attention to detail
- Intermediate computer skills
- Must have strong attention to detail
- Must be able to work a flexible schedule as the center is 24 / 7 schedules will fall between 8am-11pm.
What Are Our Desired Skills and Capabilities?
- Contact center, or banking / financial services experience is preferred, but not required. We offer comprehensive training to build on your current skills to help you excel in this role.
- Must be eligible to work full time, remotely in Canada.
- Available to work on a rotational basis, 8am to 11pm EST, 365 No overnight shifts available. Production schedules are assigned once training has been completed.
- People and Customer Oriented : You are not only great at talking on the phone, but you are friendly, personable, and a natural-born problem solver
- A Team Player : You’re ready to join a tight-knit team that works closely with one another to meet and exceed the expectations of our customers
- Organized : You can calmly and positively handle conversations with real people, all while multitasking efficiently
- Ready for a New Challenge : We offer comprehensive training to build on your current skills to help you excel in this role.
- Bilingual - English is a must & French is desirable.
Starting from $17.05 p / hr & amazing benefits available.
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