Customer Service Representative

EML; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

EML Payments is seeking a Customer Service Representative to handle inbound/outbound inquiries for our payment products and services. You will resolve issues reported by supported programs and technologies, ensuring the highest level of customer satisfaction for merchants, cardholders, and center staff.

The role requires a Bachelor's degree or equivalent experience, fluency in French and/or Spanish, and strong communication, problem-solving, and relationship-building skills.

Qualifications

• Bachelor's degree and/or 2 years of equivalent work experience.
• Fluency in French and/or Spanish.
• Proficient with Microsoft Office products (Word, Excel, PowerPoint).
• Knowledge of EML technology products is a plus.

Responsibilities

• Answer a high volume of inbound calls and maintain a rapid response rate per SLAs.
• Make outbound calls to merchants, programs, or cardholders as needed.
• Communicate professionally in all formats, internally and externally.
• Identify solutions to defuse customer frustration to minimize escalations.
• Establish and maintain effective working relationships with customers and team members.

Skills

Excellent communication

Problem solving

Active listening

Diplomatic approach

Time management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Microsoft Word

Microsoft Excel

PowerPoint

Atlas

Cardspot

Job description

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. As an issuer and processor, we provide our clients and partners with innovative payments and alternatives to traditional banking solutions. We are agile, we are innovative.

We are product led and take a partnership approach to tailoring solutions, placing a strong focus on operational excellence.

Job Summary

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 centre employees, merchants and cardholders to ensure the highest level of customer satisfaction.

Education and experience required

Bachelor's degree and/or 2 years of equivalent work experience

Fluency in French and/or Spanish required

What you'll be doing

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

Desirable knowledge, skills, and abilities

• Proficiency with Microsoft Office products (especially 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

EML Payments provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.