Provide world-class customer service and support to all customers;
Handle inbound and outbound calls, emails, customer feedback escalations, and all other assigned tasks in a timely and professional manner, and to the required quality;
Perform root-cause analysis to identify and resolve issues in order to avoid negative outcomes;
Work with other departments to ensure that customer issues are resolved in a timely manner and to the customer’s satisfaction;
Take preventative action on all cases to help minimize the number of times customers must call in for assistance;
Conduct routine outbound follow-up with customers that have unresolved issues or are otherwise dissatisfied in order to proactively address customers’ concerns and prevent future attrition;
Thoroughly document and record key learnings around customer issues, communicate issues internally and provide reporting to management as needed.
Requirements
Experience in customer service, retention, or sales;
Excellent communication skills to effectively interact by phone and email;
Effective note-taking and documentation skills;
Strong analytical skills and ability to understand billing, contractual, and/or technical issues;
Aptitude for building rapport and trust among others quickly;
Motivation in working in a challenging, fast-paced environment;
Excellent organization and time-management skills;
Outstanding work ethic and attendance.
Benefits
Nuvei offers a wide variety of benefits which include:
Medical Insurance
Paid Vacation Time, Paid Sick Time.
Virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives.
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