Global Customer Care Representative

5 days ago

Lahore, Punjab, Pakistan Contour Software Full time
About Us

We're a rapidly growing software company, part of a global enterprise that has become one of the top 10 software companies in the world, serving employees and customers in 100+ countries.

We've developed a broad-based and ever-growing portfolio of market-leading solutions covering more than 100 industry domains, creating the perfect environment for professionals to build fulfilling careers.

Our Global Centre provides services to CSI divisions located worldwide, serving all functions and departments at the divisional as well as operating group/corporate level.

We're improving the payments experience in a growing number of industries through our Perseus Payments division.

Division Link: https://perseuspayments.com/

Job Description:

We're seeking a highly motivated and customer-focused Customer Care Representative to join our expanding team. In this key role, you'll provide exceptional support to clients, assisting with payment processing needs including onboarding, reconciliation, risk management, terminal ordering, and troubleshooting.

Key Responsibilities:
  1. Provide superior customer service via phone, email, and chat, demonstrating exceptional professionalism in every interaction.
  2. Maintain expertise in various support processes and platforms, effectively managing multiple customer inquiries at once.
  3. Achieve accurate documentation of all customer interactions in our support system, ensuring thorough and clear records.
  4. Support clients with inquiries related to onboarding, reconciliation, risk management, and terminal troubleshooting, providing effective solutions for each.
  5. Diagnose and resolve technical issues with payment terminals, ensuring minimal disruption to client operations.
  6. Escalate unresolved or complex issues to higher support levels or relevant teams, ensuring timely follow-up and resolution.
  7. Ensure adherence to company policies and procedures for both internal and external operations, maintaining consistency and compliance.
  8. Take on other tasks as needed to contribute to team goals and help drive the company's vision.
Requirements:
  1. Strong verbal and written communication skills, with the ability to convey clear and concise information.
  2. A systematic approach to gathering requirements, identifying issues, and finding effective solutions.
  3. Proficiency in Microsoft Office Suite and ability to learn additional support platforms quickly.
  4. Strong numerical skills to support reconciliation of bank statements and payment processing data.
  5. Minimum of 2 years of experience in the banking or payments industry.
  6. Demonstrated experience handling technical customer inquiries through phone and email.
  7. Associate or bachelor's degree, or relevant work experience.
Desired Skills:
  1. Familiarity with banking, financial services, or payment processing environments.
  2. Experience with diagnosing and troubleshooting credit card payment terminals.
  3. Ability to identify potential issues and resolve them before they escalate.
  4. Ability to thrive in a dynamic, fast-paced environment while managing multiple priorities.
  5. Strong time management and organizational skills, enabling you to work effectively in a remote setting.
  6. Highly self-driven with the ability to work independently and collaborate well within a team.
Work Environment:
  1. Standard Shift: 10 am ET- 6 pm ET (8 pm PK time - 4 am PK Time)
  2. Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs.
Benefits:
  1. Market-leading Salary
  2. Medical Coverage – Self & Dependents
  3. Parents Medical Coverage
  4. Provident Fund
  5. Employee Performance-based bonuses
  6. Home Internet Subsidy
  7. Conveyance Allowance
  8. Profit Sharing Plan [Tenured Employees Only]
  9. Life Benefit
  10. Child Care Facility
  11. Company Provided Lunch/Dinner
  12. Professional Development Budget
  13. Recreational area for in-house games
  14. Sporadic On-shore training opportunities
  15. Friendly work environment
  16. Leave Encashment
Disclaimer:

We attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. We extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

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