The successful candidate will work in the Global Blue Payments Customer Care team as a level 1 support staff fielding calls and processing tickets for our customers using payment solutions.
This role is based in Malaysia but will require close collaboration with our teams in Australia and Europe. The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with customers (B2C) and business partners (B2B).
Responsibilities
Call Centre Support
Answer inbound calls from merchants and provide 1st level support
Respond to merchant email & web portal inquiries
Call management and transfers to relevant departments
Settlement file variances
Permanent and one-off refund limit increases
Full PAN enabling on merchant receipt copies
Settlement time changes & subsequent downloads to update terminals
Fee explanations from reports
Increase purchase limit for one-off transactions
Fulfill report requests (Merchant settlement transaction report, COA report, Monthly & Annual reports)
Outage determination and escalation
Clear fractals – verify activity by calling merchant
After hours customer service support
Terminal Support
Terminal troubleshooting & fault management
Terminal software updates
Terminal link over
Transaction flow confirmation
Second level checks to ensure accuracy of information captured for new and change requests
Decommission merchants
Fee changes (first month of next month)
Setup of report requirements (Refund reports, Merchant statements, DCC reports)
Additional:Division of work in percentage (please note that this is subject to change depending on business):
Administration – (10%)
Reports Management – (15%)
Customer Service - (75%)
Main KPI's
Customer satisfaction on ticket (measured in survey)
Queries answered in a timely manner within SLA
Calls answered and abandonment rates
Percentage of number of cases resolved vs escalated to L2
4-5 bullets (these are the "must have" for the role, the minimum requirements)
Skills
Excellent English verbal and written communication
Professional & friendly
Technically minded
Qualifications and education requirements
Minimum 2 years of practical experience in customer support
Working knowledge of MS Office
Language: English fluent (corporate language), other languages as an advantage#J-18808-Ljbffr