Job Description

Purpose of the role 

The successful candidate will work in the Global Blue Payments Customer Care team as a level 1 support staff fielding calls and processing tickets for our customers using payment solutions.

This role is based in Malaysia but will require close collaboration with our teams in Australia and Europe. The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with customers (B2C) and business partners (B2B).  

Responsibilities 

Call Centre Support

• Answer Inbound calls from merchants and provide 1st level support
• Respond to merchant email & Web portal inquiries
• 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 & 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 troubleshooting & fault management
• Terminal software updates
• Terminal link over
• Transaction flow confirmation
• Password resets

Merchant Information Management

• 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)

Additional: Division of work in percentage (please note that this is subject to change depending on business):  

• Administration – [10%] 
• Reports Management – [15%] 
• Customer Service - [75%] 

Main KPI’s 

• Customer satisfaction on ticket (measured in survey)
• Queries answered in a timely manner within SLA
• Calls answered and abandonment rates
• Percentage of number of cases resolved vs escalated to L2

Competencies  

• 4-5 bullets (these are the “must have” for the role, the minimum requirements) 

Skills 

• Effective listening & patience
• Excellent English verbal and written communication
• Multi-Tasking & problem solving skills
• Professional & Friendly
• Technically minded

Qualifications and education requirements 

• minimum 2 years of practical experience in customer support  
• Working knowledge MS Office
• Language: English fluent (corporate language), other languages as an advantage

Job Requirements