Customer Service Representative

About This Opportunity

The Customer Service Representative must be able to strive in a fast-paced environment. The Customer Service Representative is expected to provide customer care services with a friendly, enthusiastic and focused manner within the InComm AUNZ Team and provide clients with various types of customer care from checking account balances to replacing and deactivating cards. Successful employee will be to manage the inbound case load whilst also working on ways to implement best practices for our customer cases.

Responsibilities

• Answer inbound e-mail enquiries from corporate clients, consumers and selling partners.
• Provide timely, accurate and courteous responses to the customers concerns or questions in accordances with InComms regulations. Customers will include both our merchant partner and consumers
• Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner; i.e. Lost/Stolen Cards, forgotten PINs.

• General functions include:

1. Open/resolve/escalate/close tickets.

1. Administrative tasks (partner account updates, provide activity reports).

1. Organise replacement cards where required

1. Opening tickets to the appropriate technical teams when required.

• Keep clients appraised on resolution progress.
• Document activities in the ticketing system as required.
• Outbound calls as required.
• Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.
• Other tasks and responsibilities as assigned by leadership team.
• Answer queries in timely manner in accordance with InComms goals

Qualifications

• Strong verbal and written communication skills are critical
• Basic knowledge of MS Office, Internet, Windows and typing skills are required
• 2+ years customer service/client support experience required
• Successful completion of a criminal background and consumer credit check is required