ESSENTIAL DUTIES/RESPONSIBILITIES:
n
nEssential duties and responsibilities include the following:
nTraining, Quality & Performance
- nAttend customer service trainings on the products and services.
- nStudy and understand the products and services.
- nComplete side by side training with other agents on incoming calls from customers.
- nBasic understanding of CRM system and other required software.
- nGain a mid-level understanding of products, processes and procedures within first 6 12 months of employment.
- nMeet minimum performance expectations provided by Supervisor and/or Director within first 90 days.
- nMeet minimum expectations for quality standards within first 90 days.
- nConsistently use soft skills on calls to ensure customer satisfaction.
- nConsistently show positive progress in quality scores and performance audits.
n
nCore Responsibilities
- nAccept incoming phone calls from external customers (such as Merchants, Resellers and ISO's), Transaction Research, Funding, Processing questions, Billing inquiries, Limit Increases, IP Address changes, Check Verify Transaction research request, Payment processing request, ACH inquiries related to fees charged on bank statements, Provide guidance to merchants to assist with PCI compliance, Assisting with client's customer inquiries, Approval Letters, other email related request not listed.
- nProvide basic level tech support, Troubleshooting software, Resetting passwords, Browser compatibility issues, Re-pop Settlement.
- nDistribute department specific request to the applicable departments.
- nAct as a liaison between the customer and various departments of operations.
- nResearch assigned customer issues and follow up within in a timely manner.
- nCreate trouble tickets to escalate customer issues and follow-up as required.
- nOther duties as assigned.
nLocation(s):
nIN.Bangalore.Remote
