Customer Service Representative I

Global Payments; Ciudad de México; On-site; MXN 150,000 - 210,000; Full time

Benefits offered by this job

Medical coverage

Wellness Week daily/paid time off

Job summary

Global Payments is seeking a customer service representative in Mexico City. You will respond to inquiries via phone, email, SMS, and chat, resolving routine payment and account related requests using GUI screens and client systems.

You will build knowledge of products and procedures, enter required data, and escalate issues when needed. A high school diploma is required and comfortable working under detailed instructions with standard scripts.

Qualifications

• Entry-level customer service role requiring ability to learn company policies and procedures.
• Ability to navigate GUI screens and use client databases.
• Respond to routine inquiries and data-entry tasks with accuracy.

Responsibilities

• Respond to customer inquiries via phone, email, SMS, and chat to resolve issues.
• Enter data into client systems and databases and follow documented procedures.
• Escalate unresolved issues to more experienced representatives or designated departments.

Skills

Customer service

Policy knowledge

Data entry

Problem solving

Communication

Education

High School Diploma or Equivalent

Tools

GUI

Client systems

Job description

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?

• 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.
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically No Relevant Experience Required

Preferred Qualifications

• None Identified

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 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.

We offer access to medical coverage that supports the health and wellbeing for you and your family.

My Money

In addition to base salary, you may be eligible for bonuses and/or equity awards, determined by role, level, impact, and our policies.

My Lifestyle

We have a dedicated Wellness Week each year - which includes an extra paid day off - so you can take time to relax, recharge and invest in your wellbeing.

My Family

FLEX, our family inclusion community, offers support for all Globalpayers at every stage, from raising families to caring for loved ones.

My Time Off

We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.