Job Description
French Canadian and Spanish speaking only
Provides high quality customer service to merchants by responding to inquiries regarding the support of Merchant Credit Card processing as well as other areas as assigned. Responds to telephone inquiries, requests and problems from merchants. Troubleshoots, diagnoses and provides merchants with solutions to resolve problems with service, authorization and credit card processing terminals. Communicates applicable policies, procedures and practices to merchants. Requests exceptions to policies and procedures on behalf of merchant as appropriate, within established limits.
Basic Qualifications
– High school diploma or equivalent
– Typically one to two years of customer service experience
Preferred Skills/Experience
– Thorough knowledge of products, services, problem resolution practices and procedures, applicable regulations, systems and procedures
– Effective telephone, interpersonal and verbal communication skills
– Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
– Ability to identify and resolve/escalate complex problems
– Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
– Proven commitment to high quality customer service
– Effective time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service