Customer Service Representative 1 - Spanish at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

High School Diploma or Equivalent
At least 1 year of experience in a customer support role within a contact center or BPO environment
Comfortable using CRM or ticketing platforms to log and resolve issues
Strong English and Spanish communication skills - both verbal and written
Excellent customer service skills, with the ability to remain professional and composed under pressure
Must be willing to work in a Pure Voice support account
Willing to work onsite at Vertis North, Quezon City
Amenable to shifting schedules, including weekends and holidays
Required Language: English & Spanish

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
Navigates a computerized data entry system or other relevant applications
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