Customer Service Representative
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Job Description
Customer Service Representative handling merchant, program, and cardholder inquiries for global fintech EML Payments. Resolving payment-service issues through inbound and outbound customer support.
Responsibilities:
- Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs)
- Make outbound calls to merchants, programs, or cardholders as needed
- Professionally communicate in all formats, both internally and externally
- Identify solutions to defuse customer frustration and minimize escalations to Team Leads and Managers whenever possible
- Establish and maintain effective working relationships with customers and EML team members
- Maintain regular, consistent, and professional attendance and punctuality
- Translate documentation when bi/tri-lingual
- Pursue personal development of professional skills and technical knowledge necessary for effective role performance
- Perform other duties as assigned
Requirements:
- Bachelor’s degree and/or 2 years of equivalent work experience
- Proficiency with Microsoft Office products, especially Teams, Word, Excel, and PowerPoint
- Proficiency with EML technology products, including Atlas and Cardspot
- Excellent verbal, written, and active listening communication skills
- Strong problem solving and confident decision-making skills
- Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind
- Knowledge of Customer Service procedures and solutions
- Flexibility with schedules and deadlines
- Able to work independently with minimal supervision and guidance
- Maintain confidentiality of information, as appropriate
- Perform detail-oriented work accurately with frequent interruptions
- Open and adaptive to change
- Supportive of department goals and priorities
- Desire to drive improvements in team and customer efficiency
- Offers are conditional on satisfactory pre-employment background screening, which may include a criminal record check
Benefits:
- 20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been used
- Paid birthday leave
- 2 paid volunteering days a year
- Enhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carers
- Medical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicine
- Access to a Health Savings Account (HSA) through UMB
- Dental and vision cover through Guardian, with EML paying around 75% of the premium
- Employer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML
- Employer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your family
- Support with one relevant professional membership a year
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