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Customer Service Representative

Location: Mississauga, ON, Canada
Job # 9286429
Overview of Company:
 
Cardtronics is a full-service provider of innovative payment processing and ATM managed solutions. We provide best-in-class ATM, POS, and transaction processing services to financial institutions, corporations and government, and major retailers across the world.


Overview of Position:

This position is responsible for providing customer service to merchants and cardholders in a 7/24/365 call centre environment.  Customer Service Representatives (CSR) are members of the team in the Customer Service department focusing on responding to incoming calls and email by opening trouble tickets and inquiries.  CSR’s also monitor open tickets and assist with the progression of resolution using the tools and procedures provided, in a fast-paced environment. 
Dealing with customer calls in a professional and efficient manner is a must.

Responsibilities:
  • Receiving and resolving telephone calls and emails from Cardtronics merchants, cardholders and sales representatives
  • Monitoring and managing progress of open trouble tickets
  • Ensure the timely closure of all service calls and trouble tickets
  • Liaising with, and directing, communications providers, armoured car providers, 3rd party installation providers and 3rd Party service providers as necessary
  • Accurate and detailed record keeping of all trouble occurrences
  • Successful execution of scheduled daily processes
  • Assistance with new and ongoing departmental projects as required, including development and refinement of operating procedures
  • End of shift reporting to Support Center management
  • Any other duties as required
Key Relationships:
  • All business units, particularly Account Management teams, Service Technicians and Service Technician Support
  • 3rd party service providers and vendors
  • Strategic partners
Education:
  • Post-Secondary degree or diploma and equivalent and relevant work experience
Experience & Skills:
  • Customer Service
  • Call Centre environment preferred
  • Working in a fast-paced environment

Core Competencies:
  • Logical Problem Solving
  • Able to work under pressure with minimal supervision
  • Customer Service Driven with excellent telephone skills
  • Ability to manage difficult situation with clients and cardholders
  • Excellent oral and written communication skills
  • Attention to detail
  • Strong verbal & Written communication skills
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
 
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
 
This document does not create an employment contract, implied or otherwise.
 
Cardtronics is an equal opportunity employer.

 
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