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Summary of This Role
Responds to customer inquiries via telephone, email, SMS, and Chat to provide problem resolution in accordance with the organization's service standards. Handles routine calls and inquiries, possibly deviating from standard scripts and procedures. Answers customer questions, processes orders, addresses service needs and complaints, and directs complex issues to technical or service departments. Maintains detailed knowledge of the company's or client's products and services. Analyzes customer service needs and communicates effectively with relevant departments. Navigates computerized data entry systems or other applications as required.
Key Responsibilities
* Resolve various payment and account-related requests (e.g., card activation, account balances, fund transfers, payments, account closures, updates, loyalty programs). Use client systems and documentation to provide comprehensive responses. Enter data accurately into client systems. Use decision trees to identify issues and escalate unresolved grievances to more experienced staff or relevant departments.
* Develop knowledge of products, policies, and procedures across multiple clients. Maintain understanding of compliance and guidelines by referring to manuals and training. Achieve certification under Global Payments quality programs.
Qualifications
Minimum Qualifications
* High School Diploma or equivalent
* Typically at least 2 years of relevant experience
* Experience in phone-based customer service
Preferred Qualifications
* At least 2 years of relevant experience
* Experience with Global Payments systems and on-phone customer service
Skills and Capabilities
* Strong understanding of job tasks and applying knowledge effectively
* Ability to handle routine to moderately difficult assignments with some decision-making
* Ability to work independently with minimal instruction on daily tasks
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: Financial Services, IT Services, and IT Consulting
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