Bilingual Customer Support Agent

Company: Global Payments
Location: Columbus
Posted on: June 12, 2021

Job Description:

Responds to customer inquiries via telephone and email to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine. Answer customer telephone inquiries, 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.What Part Will You Play?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.Bilingual Customer Service Representative Responsibilities:Fluent in both English and SpanishTaking inbound and outbound calls from our customers. These calls will be in both Spanish and English. Approximately 50-75 calls/daySpeaks to customers over the phone to resolve their questions or concernsMaintains confidence to find solutions to customers issuesPatiently resolves and de-escalate customers issuesUpdates customer information as necessary in our computer systemsQualifications:Ability to effectively communicate both verbally and in written form in both languagesAbility to work in a fast paced environment, high volume call centerExcellent problem solving skills and research skillsProven ability to be flexible and work in a changing environmentIntermediate computer skillsAble to successfully pass a criminal background check and drug screenHigh school diploma minimum requiredAbility to work flexible hours including nights, weekends and holidaysAlong with competitive compensation, TSYS offers:Paid trainingPaid time offMedical insurance day one of employmentDental insurance day one of employmentA robust training program that prepares you for your roleWhat Are Our Desired Skills and Capabilities?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.Global Payments Inc. is an equal opportunity employer.Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department. Associated topics: call center, call center associate, call center representative, call center specialist, coordinator, customer care representative, intern, product support, service representative, telephone service representative

Keywords: Global Payments, Columbus , Bilingual Customer Support Agent, Other , Columbus, Georgia