Customer Care Specialist - Payments and Technology

Descripción de la oferta

An understanding of transaction processing systems, electronic Point of Sale and ATMs, 3DS, Fraud, CB etc
Experience of working in a fast-paced environment where client service is time critical and has a direct effect on the bottom line
Experience in an operational environment
Experience in office software applications such as Word, Excel, email and browser
Preferable exposure with Jira, Confluence, Soap, ELK, Postman etc
A track record of success in a B2B and client facing service role, within, payments and technology
Ability to perceive clients
Exceptional problem-solving ability backed by good judgement
Keen attention to detail
A strong sense of urgency
Excellent oral and written communication skills in English
Ability to perform both within a team and autonomously

Professional qualifications needed

University Degree / Bachelor and/or relevant work experience

Technical responsibilities of the role

Customer / client centricity
Be a named point of contact/ownership of service for a group of Thredd clients as well as part of a team supporting all Thredd clients on a pool basis
Have a detailed understanding of the customers' business (products, customer journeys, volumes) and needs
Have end to end ownership of client requests to successful and timely resolution
Advocacy for clients for requirements which are new to Thredd or not currently prioritised

Data & reporting
Provide analysis on card/transactions data, being confident and understanding in depth Thredd systems in house (SC, EHI, WS etc)

Quality & controls
Understand, follow, and adhere to defined incident management procedures and communication plans
Appropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly

Leadership responsibilities

Developing skills
Seek opportunities to enable your own continuous development, and support learning of others

Fostering teamwork
Build bridges between departments especially with IMPS, AM, AS, Product and other departments within the business

Communicating with impact
Communicate clearly, using the appropriate channels

Delivering results
Agree, capture and manage your personal goals to ensure delivery

Values & core behaviours

Own it and deliver
Take responsibility for your own performance and being successful in your role


Collaborate Purposefully
Build trusted relationships with colleagues, supporting activities, and being successful together

Think differently
Ask questions to check understanding and share your ideas to support continuous improvement

Act courageously
Step out of your comfort zone and embrace change to help you learn and grow

Requerimientos

• Educación mínima: Universidad / Carrera técnica
• 1 año de experiencia
• Idiomas: Inglés
• Conocimientos: Servicio al cliente, Gestión de pagos

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: atencion, care, especialista, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist

Hace 5 días (actualizada)

Acerca de Sutherland Global Services SGS

Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.
Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest independent BPO across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, M...

Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.
Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest independent BPO across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, India, Jamaica, Malaysia, Mexico, Philippines, the United Arab Emirates, the United Kingdom, and the United States.

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