Process Developer

Inviting applications for the role of Process Associate/Process Developer, Contact Centre!

Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email, Backoffice & Social Media. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing card replacements, Disputes or Transaction issues. Use appropriate escalation channels for any customer escalations or deadlock situations.

Responsibilities

• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.

• Processes a high volume of consumer inquiries of products and services and resolves a targeted percentage of those inquiries.

• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.

• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.

• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

• Updates customer information and ensures accurate entry of contact information.

• Meets standards of job, such as quality standards, adherence to schedule and average handle time.

• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

• Other related duties assigned as needed.

Qualifications we seek in you!

Minimum Qualifications

• High school diploma or GED

Preferred Qualifications/ Skills

• Knowledge of the company's products, services and business operations to enable resolution of customer inquiries

• Excellent customer service skills that build high levels of customer satisfaction

• Excellent verbal and written communication skills

• Computer navigation and operation skills

• Demonstrates effective people skills and sensitivities when dealing with others

• Ability to work both independently and in a team environment