Customer Service Representative

About the role

This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services. This position is responsible for researching and resolving issues reported by supported programs and technologies including shopping center employees, merchants and cardholders to ensure the highest level of customer satisfaction.

What you'll do

• The Customer Service Representative role will be responsible for being self-directed in the following duties and responsibilities:
• Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs).
• Make outbound calls to merchants, programs, or cardholders as needed
• Professionally communicate in all formats, both internally and externally
• Identify solutions to defuse customer frustration to minimize escalations to Team Leads and Managers whenever possible
• Establish and maintain effective working relationships with customers and EML team members
• Maintain regular consistent and professional attendance and punctuality
• Language translations of documentation (if bi/tri-lingual)
• Pursuit of personal development of professional skills and technical knowledge necessary for the effective performance of the role
• Other duties as assigned

Qualifications

• Bachelor’s degree and/or 2 years of equivalent work experience
• Proficiency with Microsoft Office products (especially Teams, Word, Excel, and PowerPoint) and EML technology products (Atlas, Cardspot, Etc)
• Excellent communication skills, including verbal, written and active listening
• Strong problem solving and confident decision making skills
• Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind
• Knowledge of Customer Service procedures and solutions
• Flexibility with schedules and deadlines
• Able to work independently with minimal supervision and guidance
• Maintain confidentiality of information, as appropriate
• Perform detail-oriented work accurately with frequent interruptions
• Open and adaptive to change
• Supportive of department goals and priorities
• Desire to drive improvements in team and customer efficiency

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.