Job Description

Role Summary/Purpose: Responding to escalated calls that require intervention when speaking with cardholders, researching and documenting their issues, and completing follow up and logging of the issue. These issues could be received from areas both outside and inside Customer Service. Essential Responsibilities: Effectively respond and handle escalations/verbal inquiries from customer service representatives, clients and customers Complete all necessary documentation and tracking for the job function Conduct mini training sessions to Customer Service staff on topics requiring additional training at direction of management Prepare monthly reporting and analysis of issues by representative, team, and department as necessary Coordinate data collections with Quality Assurance representative to allow for effective reinforcement of desired customer service experiences Answer and complete telephone from cardholders/clients Follow the required compliance requirements is critical Qualifications/Requirements: Minimum 10+2 or above At least 1 year of working experience in Payment Solutions Operations phone bank. Outstanding verbal and written communications skills to effectively communicate in challenging environment Flexible to shifts as per business requirements including weekends Ability to work under pressure and meet deadlines For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying. Inform your Manager or HRM before applying for any role on Workday. Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format) Must not be any corrective action plan (First Formal/Final Formal, PIP) Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible. Desired Characteristics: Effective interpersonal skills Strong analytical skills Demonstrated ability to handle confidential material is required Experience in Microsoft Office programs, including Word and Excel. Multi-tasking skills with strong attention to detail. Customer Service Operations

Monster