Customer Service Representative

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

In Greece we conduct business through EDPS, which is one of the leading FINTECH companies in Greece specializing in Payments Processing and Advanced Payment Solutions. Our goal is to be the go-to solution for large retailers across all sectors and offer cutting edge technology in order to accept and process electronic payments on both physical location (POS) and eCommerce environments.

For EDPS, we are currently seeking an enthusiastic Customer Service Representative to join our team.

Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

What Part Will You Play?

• Provide telephone support to merchants for issues such as transaction checks and clearances, terminal functionalities and more.
• Merchants customer service.
• Advising merchants to send requests regarding transaction correction or settlement issues.
• Monitoring and implementing emails addressed to the team.
• Redirect phone call to the relevant sales unit for upcoming merchant collaboration with POS or eCommerce.
• Propose changes to the processes in which the team is involved in order to optimize operations and increase efficiency, and seek new solutions to cases observed in the team that require improvement.
• Complaints Management.
• Perform other tasks assigned by the supervisors.

What Are We Looking For in This Role?

• Minimum secondary education. A university degree is desirable.
• At least one (1) year experience in customer service. Experience in the Fintech/payments industry would be desirable
• Good computer skills, especially software: MS Word, MS Excel, Outlook
• Fluency in Greek and English: Excellent written and spoken skills in both languages
• Ability to work within a team
• Highly organized with a strong sense of urgency and ability to multi-task
• Customer-oriented mentality with a focus on results
• Additional knowledge of the card acceptance terminals (EFT/POS), telecommunications & networks industry will be considered positively

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex