Purpose of the role
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
Missing transactions queries
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
DCC rebate explanation
Increase purchase limit for one off transactions
Fulfil 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
Password resets
Merchant Information Management
Action merchant information change requests
Second level checks to ensure accuracy of information captured for new and change requests
Financial updates/changes (Checklist verification)
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 KPIs
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
Competencies
4-5 bullets (these are the must have for the role, the minimum requirements)
Skills
Effective listening & patience
Excellent English verbal and written communication
Multi-Tasking & problem solving skills
Professional & Friendly
Technically minded
Qualifications and education requirements
minimum 2 years of practical experience in customer support
Working knowledge MS Office
Language: English fluent (corporate language), other languages as an advantage
