Customer Service associate (non-voice, b2b)Bastion Payment Systems

QUALIFICATIONS:
With basic understanding and knowledge of the payments/card industry.
College graduate, preferably Business course
Basic Microsoft (Word, Excel, Project, etc)
Strong quantitative and analytical skills;
Possess good oral and written communication skills
Ability to communicate well with customers and with other members of the team
Friendly and tactful manner, when handling complaints or inquiries
Excellent interpersonal skills
RESPONSIBILITIES:
Act as a liaison, provide product/services information and resolve any emerging problems that the customer accounts might face with accuracy and efficiency.
Responsible for providing quality instructions or responses to be able to resolve the Co-Brands and Cardholder's issue.
Responsible for maintaining a high level of professionalism with the clients and working to establish a positive rapport.
Work closely with Customer Support Unit Head to ensure proper customer service is being delivered.
Responding to customer queries in a timely and accurate way, via phone or email.
Ensures feedback on queries/request/complaints within 24 hours or within the agreed turnaround time.
Handles escalations on various inquiries, complaints, requests from Co-Brands/Cardholders.
Coordinate and collaborate within Operations team and other internal department to ensure quality services.
Ensure daily monitoring of incoming loading request from Co-Brands and prepare endorsement with the external team for immediate processing.
Responsible for daily monitoring of incoming request and ensure that all requests are properly attended and processed within the prescribed turnaround time processing.
Monitors and updates CS Monitoring Logs.
Follow communication procedures, guidelines and policies.