eCommerce Support Representative
At a glance
Mid-level Ecommerce Marketing role at Tsys. Dublin · full-time.
Pay not stated Ecommerce Marketing salary
growthroles summary, based on the employer's posting.
What you'll do
- Handle cardholder calls and other inquiries about payments, account access, transfers, balances, and account updates
- Use client systems and process guides to resolve requests across accounts for at least two assigned clients
- Record customer details in client databases and use decision trees to identify likely causes of problems
- Pass unresolved complaints or requests to experienced representatives or the relevant department
What you bring
- A high school diploma or an equivalent qualification
- At least two years of relevant phone-based customer service experience
Who this fits
This role suits someone comfortable handling routine to moderately challenging customer issues with limited day-to-day direction. You'll work across several client accounts and call centers, and the role is based in Dublin with a hybrid arrangement.
From the employer
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 escalate 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.
Ecommerce Marketing work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
Ecommerce Marketing
Find me workBy the team behind growthroles.