Job Description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

of the Role

• The Customer Service Representative will respond to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization's service standards. Responsibilities include handling routine calls, addressing service needs and complaints, and directing inquiries to technical/service areas when necessary. The role requires maintaining detailed and current knowledge of the company's or assigned client's products and services, analyzing customer service needs, and communicating with relevant departments as needed.

Key Responsibilities

• Respond to customer inquiries and provide resolutions through multiple channels (phone, email, SMS, and or chat).

• Handle routine calls and escalate complex issues when necessary.

• Maintain accurate knowledge of products, policies, and procedures.

• Navigate computerized data entry systems and client applications.

• Resolve Tier 1 payment and account-related requests, including card activations, payments, and updates.

• Enter required data into client systems and databases.

• Escalate unresolved issues to senior representatives or designated departments.

Minimum Qualifications

• High School Diploma or Equivalent

• At least 6 months of experience in a customer support role within a contact center or BPO environment

• Strong English communication skills - both verbal and written

• Excellent customer service skills, with the ability to remain professional and composed under pressure

• Must be willing to work in a Pure Voice (Phone) or Blended (Phone, Email, and Chat) support environment based on business needs

• Amenable to shifting schedules, including weekends and holidays

• Willing to work onsite at Vertis North, Quezon City

What 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 ComplexityWorks 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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com