Job Description

Nature and aim of the position

Provide solution oriented, friendly and informative customer service to the Global Blue merchant customer base across each area of the roles main duties and responsibilities. Establish key business internal and external working relationships that support the delivery of exceptional customer service.

Main duties and responsibilities

Call Centre Support

• Answer Inbound calls from merchants
• Respond to merchant email & ticket enquiries
• Ticket/Call management and transfers to relevant departments
• Settlement file variances
• Missing transactions queries
• Permanent and one-off refund limit increases.
• Full PAN enabling on merchant receipt copies
• Settlement time changes 7 subsequent downloads to update terminals
• Fee explanations from reports
• DCC rebate explanation
• Increase purchase limit for one off transactions
• Fulfil report requests

  Merchant settlement transaction report

  COA report

  Monthly & Annual reports

• Outage determination and escalation
• Clear fractals – verify activity by calling merchant
• After hours customer service support

Terminal Support

• Terminal trouble shooting & fault management
• Terminal replacements, swap outs.
• New terminal setup
• Terminal software updates
• Terminal link over
• Transaction flow confirmation
• Dispatching terminals
• Password resets
• Stock management
• Receiving incoming terminals
• Dispatching Sim Cards with wireless terminals
• Terminal function training

Merchant Information Management

• Board new merchants across each of the business databases
• Action merchant information change requests
• Second level checks to ensure accuracy of information captured for new and change requests
• Financial updates/changes (Checklist verification)
• Decommission merchants
• Fee changes (first month of next month)

  Setup of report requirements (Refund reports, Merchant statements, DCC reports)

Success Indicators

• Customer satisfaction acknowledged
• Queries answered in a timely manner
• Calls answered and abandonment rates reduced to below 5%
• Terminal workload completed

Main - KPI’s

• Achieve 85% of incoming call handling time to between 2 – 3 minutes
• Acknowledge and answer all client email queries within 24 hours of receiving
• Accurately capture new merchant details and financial information

Relates to / cooperates with

Main Function interactions:

• Merchant network
• Team Leader
• Dispute Management Team
• Financial Operations Team Leader

Main cross - Function interactions:

• Product Development & Information
• Production Services & Information Teams
  • Certification
  • TPII
  • Card Management Services
• IT Operations

Specific skills and knowledge

• Data entry accuracy
• Written and verbal communication
• Multi-Tasking
• Problem solving skills
• Mathematical aptitude
• Working knowledge MS Office
• Professional
• Friendly
• Dispute resolution
• Technically minded
• Complaint Handling
• Relationship Management
• Initiative

Job Requirements