Customer Service Analyst at Neogrid engaging clients through technology support channels. Interacting with internal teams and maintaining service quality while solving customer inquiries.
About the role
- Customer Experience Specialist providing support and resolving issues for merchants in payment processing industry. Engaging with clients to enhance satisfaction and address concerns.
Responsibilities
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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