eCommerce Support Representative

Global Payments; Dublin; On-site; EUR 32,000 - 42,000; Full time

Job summary

Global Payments in Ireland is seeking an experienced customer service professional to join our team. You will respond to inquiries via phone, email, SMS and chat, resolving issues in line with our service standards and using our client systems to perform routine account maintenance and payments.

You may handle card activations, balance inquiries, fund transfers and name/address updates, escalating more complex cases to specialists.

Qualifications

• High School Diploma or Equivalent required.
• Typically 2 years of relevant experience in phone-based customer service.

Responsibilities

• Respond to customer inquiries via phone, email, SMS and chat to resolve issues.
• Handle card activation, balance checks, fund transfers and account updates.
• Enter data into client systems and escalate complex issues to more experienced staff.

Skills

Phone customer service

Customer service experience

Education

High School Diploma or Equivalent

Tools

Workday

Workday application systems

Job description

Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, 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?

Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation, account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and elevate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution. Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve card holder inquiries. Is certified under Global Payments quality certification programs.

What Are We Looking For in This Role?

Minimum Qualifications: High School Diploma or Equivalent Typically Minimum 2 Years Relevant Exp Phone customer service experience. Preferred Qualifications: Typically Minimum 2 Years Relevant Exp On phone customer service experience; Global Payments systems end user experience.

What Are Our Desired Skills and Capabilities?

Skills / Knowledge – Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Job Complexity – Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations. Supervision – Normally receives little instruction on daily work, general instructions on newly introduced assignments. Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead.

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations

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EEOC Statement

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 [e-mail].