Customer Service Representative 1 at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial Services, FinTechIndustries

Requirements

High School Diploma or Equivalent
Typically No Relevant Experience Required
Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks
Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice
Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments
Works under close supervision
Ability to navigate a computerized data entry system or other relevant applications

Responsibilities

Responds to customer inquiries via telephone, email, SMS and Chat 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
Answers customer telephone inquiries, orders, service needs and complaints, responds where applicable or directs to technical/service areas
Maintains detailed and current knowledge of the company's/assigned client's products and services
Analyzes customer service needs for communication to service and technical departments, when applicable
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 1-2 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 limited 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