
Frontline Support Representative
3 days ago
EWS Group is a subsidiary of Constellation Software Inc., a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world. We are proud to be part of a organization that has a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets. Our recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
Job Description
This role involves providing exceptional customer service skills and professionalism in every interaction, engaging with customers via phone, email, and chat. The successful candidate will be responsible for handling inquiries related to onboarding, reconciliation, risk management, and terminal troubleshooting, providing effective solutions for each. Additionally, they will be required to document all customer interactions accurately, ensuring thorough and clear records.
Key Responsibilities:
- Customer Service Excellence: Engage with customers via phone, email, and chat, demonstrating exceptional customer service skills and professionalism in every interaction.
- Multi-Platform Expertise: Master various support processes and platforms, effectively managing multiple customer inquiries at once.
- Documentation & Reporting: Accurately document all customer interactions (calls, chats, emails, messages) in our support system, ensuring thorough and clear records.
- Payment Processing Support: Handle inquiries related to onboarding, reconciliation, risk management, and terminal troubleshooting, providing effective solutions for each.
Requirements
The ideal candidate will possess excellent communication skills, both verbal and written, with the ability to convey clear and concise information. They should also have analytical problem-solving skills, a methodical approach to gathering requirements, identifying issues, and finding effective solutions. Proficiency in Microsoft Office Suite and the ability to learn additional support platforms quickly are essential. Strong numerical skills to support reconciliation of bank statements and payment processing data are also required. A minimum of 2 years of experience in the banking or payments industry and demonstrated experience handling technical customer inquiries through phone and email are necessary. An associate or bachelor's degree, or relevant work experience, are also preferred.
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