Customer Care Representative

About Contour
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started

Division
Perseus Payments provides integrated payments services to businesses and software providers. Perseus Payment integrates with your favorite software to offer a streamlined payments experience for you and your customers. We're improving the payments experience in a growing number of industries. We're already integrated with a number of business solutions serving a wide variety of markets.

Division Link:

Job Description
We are seeking a highly motivated and customer-focused Customer Care Representative to join our expanding team. In this key role, you will provide exceptional support to our clients, assisting with payment processing needs including onboarding, reconciliation, risk

management, terminal ordering, and troubleshooting. As part of the frontline support team, you will ensure that our customers receive timely, effective solutions to their inquiries and technical issues, enhancing their overall experience with our company.

Key Responsibilities

• Customer Service Excellence: Proactively 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.
• Technical Issue Resolution: Diagnose and resolve technical issues with payment terminals, ensuring minimal disruption to client operations.
• Escalation & Follow-Up: Escalate unresolved or complex issues to higher support levels or relevant teams, ensuring timely follow-up and resolution.
• Adherence to Procedures: Follow company policies and procedures for both internal and external operations, maintaining consistency and compliance.
• Additional Duties: Take on other tasks as needed to contribute to team goals and help drive the company's vision.

Required Skills & Experience

• Excellent Communication: Strong verbal and written communication skills, with the ability to convey clear and concise information.
• Analytical Problem-Solving: A methodical approach to gathering requirements, identifying issues, and finding effective solutions.
• Technical Proficiency: Proficient in Microsoft Office Suite and capable of learning additional support platforms quickly.
• Mathematical Competency: Strong numerical skills to support reconciliation of bank statements and payment processing data.
• Industry Experience: A minimum of 2 years of experience in the banking or payments industry.
• Customer Support Experience: Demonstrated experience handling technical customer inquiries through phone and email.
• Educational Background: Associate or bachelor's degree, or relevant work experience.

Desired Skills & Experience

• Experience in Financial Services: Familiarity with banking, financial services, or payment processing environments.
• Terminal Troubleshooting: Experience with diagnosing and troubleshooting credit card payment terminals.
• Proactive Problem Solving: Ability to identify potential issues and resolve them before they escalate.
• Adaptability: Ability to thrive in a dynamic, fast-paced environment while managing multiple priorities.
• Remote Work Efficiency: Strong time management and organizational skills, enabling you to work effectively in a remote setting.
• Self-Motivated: Highly self-driven with the ability to work independently and collaborate well within a team.

Work Environment & Shift Timings

• Standard Shift: 10 am ET- 6 pm ET (8 pm PK time - 4 am PK Time)
• Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs.
• Shift Changes: Possibility of shift changes after training to align with a different timezone based on organizational requirements

Exciting Benefits We Offer

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer:
At Contour, 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. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.
In our continuous effort to promote inclusivity, 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.