Bilingual CSR I - Columbus, United States - TSYS

Description

Bilingual CSR I-96241

Description

Every day, the people of TSYS(R) improve lives and businesses around the globe through payments.

We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services.

We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better.

This is both a tremendous honor and an important responsibility for those who accept the challenge.

If you are looking to make a valuable difference for people everywhere — and for yourself — TSYS may be the right place for you.

Summary

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.

Job Requirements

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.

Qualifications

Minimum Qualifications
High School Diploma or Equivalent - Previous Call Center or Customer Service experience preferred. Bilingual in Spanish is required. Various shifts will be available.

Role Expectations

SKILLS / KNOWLEDGE - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.

JOB COMPLEXITY - 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.
SUPERVISION - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.


Job:
Managed Services (Call Center)


Primary Location:
US-GA-Columbus


Organization:
Total System Services, Inc.


Schedule:
Full-time

Job Posting:
Dec 13, 2016, 10:43:07 AM

Unposting Date:
Ongoing


Recruiter:
Sharon J Poole