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Customer Support Associate

Global Payments
Job LocationSyston, Leicester
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

About UsWe are a global leader in payments processing technology and solutions for a wide range of merchants and partners. In fact, we operate in over 30 different countries, with 22,000 staff and in the last four years, have seen our share price rise by over five times!About the RoleWe are now recruiting for a Customer Support Analyst to come and provide outstanding customer service through the handling of merchant account maintenance on customer records and new account setups. The successful candidate will work within specific SLA’s by investigating and resolving fundamental internal and external enquiries and is accountable for ensuring accurate responses are provided to the customer either written or verbally.Responsibilities:

  • Effective and accurate basic set-up and maintenance of accounts in the required systems.
  • Analyze and resolve merchant enquiries like simple payment enquiries for transactions that may already be available or found in the system by means of the systematic gathering of relevant information and utilizing all systems.
  • Effectively handle all straightforward customer queries assigned to you to ensure these are completed following the appropriate procedure and/or policy.
  • Investigate, validate & resolve billing and funding requests received from internal/external customers.
  • Provide accurate and concise written and verbal responses in all internal and external customer communication.
  • Complete assigned projects and tasks within the provided ETA.
  • Assist in providing support to peers and operations teams where SLA’s are failing.
  • Escalate any urgent or non-standard requests to the Team Leader.
  • Identify and inform management of product, process or system issues/failures making objective recommendations for process improvements.
  • Update the appropriate systems following completion of customer queries in an accurate and timely manner.
  • Ensure SLA’s, productivity and quality standards are achieved in line with objectives. Metrics include but not limited to service accuracy, productivity, show rate, and quality scores.
  • Use online systems to review and interpret merchant data and educate merchants to better understand Global Payments and payment card industry standards and procedures.
  • Support and adapt to all change management ambitions.
    • About You
  • At least 1-year experience working within a customer service environment including back-office duties
  • Ability to liaise with internal and external customers utilising proven negotiating skill
  • Ability to work under pressure using own initiative to adhere to SLAs and deadlines
  • High standards in professionalism and customer service
  • Excellent verbal and written communication skills
  • Good Organisation and planning skills
  • Ability to work unsupervised and prioritise own workload and show flexibility to changing priorities
  • Understanding of Global Payments Card Acquiring and operations
    • What’s in it for youWhilst the challenge and opportunity might be enough for some, we know we need to offer a little more. There are a competitive salary and bonus package, plus a generous benefits package including a range of pension, lifestyle and holiday allowances and a career path that could take you to any one of those 30 countries mentioned above! Required skills
  • Back Office
  • Customer Support

    • Keyskills :
    Back Office Customer Suppt

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