PCI Compliance Specialist (Voice Process)

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions faster. Powered by the Asgard Platform, the industry's largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it's not just about technology. It's about transacting business and delivering an exceptional customer experience every day, without fail. That's the measurable value we deliver. And that's what we call, Business Uninterrupted.

Responsibilities

Professionally and accurately provide support to our merchant customers via inbound and outbound calls and emails, communication methods.

Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process.

Identify opportunities to promote Sysnet products and services and action appropriately.

Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfil the purpose of the call / e-mail.

Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner.

Thoroughly and accurately log each call using the appropriate systems and guidelines.

Properly manage call metrics with respect to stated goals and Service Level Agreements.

Undertake additional duties as necessary, based upon the needs of the business.

Qualifications

Minimum Graduate or equivalent

1 years experience in a customer service environment (preferably International call centre environment)

Excellent Communication Skills (Fluency in Verbal Communication - English)

Proven experience of handling customer interactions through:

Call Lines while maintaining response time and quality standards for Calls

Excellent telephone manner and related soft skills

Strong attention to detail and ability to multi-task

Proficient with computer and email use and functionality, and good exposure to MS Office

Strong decision-making and problem-solving skills

Ability to work flexible shifts while displaying impeccable schedule adherence

A team player with a positive outlook and a passion for customer support