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Payments Support Agent Coordinator (8300556)

Providing quality customer service is at the core of our team’s goals. As a Support Agent coordinator, you will assist achieving team goals by answering questions for users with payment related queries in real time. Primary responsibilities are to explain the billing system, provide clarification about charges, and educate users on how to effectively utilize the platform. You will be responsible for achieving your own daily processing targets, and for receiving high priority questions and solving quickly. You will also be responsible for engaging with team to promote high performance culture and great place to work.

Primary Responsibilities

  • Provide quality customer service by achieving consistent customer satisfaction (CSAT) ratings while always focusing on resolving cases efficiently and utilizing time productively
  • Assisting users with payment, billing system and other queries
  • Identify, recommend and implement process improvements
  • Proactively ask question and maintain an awareness of the client’s business, operational activities, and processes within their team area
  • Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required
  • Requires professional interaction and communication, both within the PROUnlimited organization and with client contacts.
  • Assist with training coordination, team tracking, and escalating issues to the appropriate contact.

 

Required Skills & Experience

  • Minimum of 1 year Customer Service Experience in an office / tech industry environment
  • Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
  • Strong attention to details
  • Excellent Problem Solving and Organisation Skills
  • Self-motivated to work independently, with minimal supervision
  • Excellent time management skills and able to proactively and independently manage workload and targets
  • Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
  • Familiar with MS Office (or similar Office applications, Slack, Trello etc) and able to manage multiple tools / web browsers at one time
  • Team player capable of proactively learning on the job
  • Supervisory or leadership experience encouraged

Working Environment

  • Service Delivery and Target Driven environment
  • Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods
  • Work with integrity, confidentiality and professionalism

This role will begin working onsite in Menlo Park, CA with an expected move to Mountain View, CA office. Need candidates who are flexible for this move to come following their start on assignment. 

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