Customer Service Representative Ii

6 months ago

Melbourne, Australia InComm Payments Full time

Overview:
When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 34+ countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

About This Opportunity:
The Customer Service Representative must be able to strive in a fast-paced environment. The Customer Service Representative is expected to provide customer care services with a friendly, enthusiastic and focused manner within the InComm AUNZ Team and provide clients with various types of customer care from checking account balances to replacing and deactivating cards. Successful employee will be to manage the inbound case load whilst also working on ways to implement best practices for our customer cases.

**Responsibilities**:

- Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with InComm’s regulations. Customers will include both our merchants and partners.
- Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner; i.e. Lost/Stolen Cards, forgotten PINs.
- General functions include:

- Open/resolve/escalate/close Cases.
- Administrative tasks (Example: provide activity reports).
- Request replacement cards where required
- Opening Snow tickets to the appropriate technical teams when required.
- Keep merchants and/or partners appraised on resolution progress.
- Record activities in the Customer Service tracker document.
- Outbound calls as required.
- Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.
- Maintaining familiarity with our prepaid financial services products, programs, developments and direction of the business in general.
- Other tasks and responsibilities as assigned by leadership team.
- Answer queries in timely manner in accordance with InComm’s goals

Qualifications:

- Strong verbal and written communication skills are critical
- Basic knowledge of MS Office, Internet, Windows and typing skills are required
- 2+ years’ customer service/client support experience required
- Successful completion of a criminal background and consumer credit check is required

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.
- **This position is eligible for the Employee Referral Bonus Program-Tier I

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