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Customer Service Representative 1

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Global Payments Inc.

Nov 8, 2024

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Sales & Business Development
  • Quezon City
  • Quick Apply

AI generated summary

  • You need a high school diploma or equivalent, ability to follow instructions, and a willingness to learn; no prior experience is required. Supervision will be closely provided.
  • You will respond to customer inquiries via phone, email, and chat, resolve basic payment issues, and enter data into systems while escalating unresolved problems as needed.

Requirements

  • High School Diploma or Equivalent
  • Typically No Relevant Experience Required
  • None Identified
  • Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
  • Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice.
  • Has little or no role in the decision-making.
  • Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments.
  • Works under close supervision.

Responsibilities

  • Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications. Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients. Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution. Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

FAQs

What qualifications are required for the Customer Service Representative 1 position?

A High School Diploma or Equivalent is required, and typically no relevant experience is needed.

What types of customer interactions will I be handling in this role?

You will be responding to customer inquiries via telephone, email, SMS, and Chat to provide problem resolution in accordance with the organization's service standards.

What kind of training will be provided?

You will receive training on company policies, procedures, products, and specific client training required to resolve cardholder inquiries.

What are the primary responsibilities of this position?

The primary responsibilities include resolving basic payment and account-related requests, entering data into client systems, and escalating unresolved issues to more experienced representatives.

Will I need to make decisions independently in this role?

The position requires limited decision-making outside of established processes and follows detailed instructions.

Is prior customer service experience necessary for this job?

No, typically no relevant experience is required for this position.

What support is available for employees needing accommodations?

Global Payments provides equal employment opportunities and reasonable accommodations related to applying for employment. You can contact jobs@globalpay.com for assistance.

How does Global Payments view diversity and inclusion in the workplace?

Global Payments is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, and other protected categories.

What kind of supervision can I expect in this role?

You can expect to work under close supervision, following established procedures and receiving detailed instructions on all assignments.

What skills are desired for the Customer Service Representative 1 role?

Desired skills include the ability to acquire and apply job skills, knowledge of company policies and procedures, and the capability to handle routine tasks effectively.

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Global Payments Inc.

Finance
Industry
10,001+
Employees
1967
Founded Year

Mission & Purpose

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you.