Cardtronics is a global company, bringing its unique knowledge and ATM operating platform to consumers around the world, from Australia to North America.
As a business, Cardtronics places an emphasis on being the innovation and service leader in each of our markets, improving cash access for everyone while providing important benefits for the retailers and financial institutions that make up our client portfolio.
As we continue to grow our portfolio into new markets, you will be joining at an incredibly exciting time and the opportunities to progress are defined and achievable.
You may not recognize our name but chances are you will have used our ATMs.
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.
DUTIES & RESPONSIBILITIES :
Receiving and resolving telephone calls and emails from Cardtronics merchants, vendors, cardholders and sales representatives
Monitoring and managing progress of open trouble tickets, escalating as necessary
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
Assisting merchant with account discrepancies and account inquiries
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
Provide support to global clients
Any other duties as required
KNOWLEDGE, SKILLS & QUALIFICATIONS :
Post-Secondary degree / diploma or equivalent and relevant work experience
Previous Customer Service experience or experience working in a high volume Call Centre environment preferred
Working in a fast-paced environment
Flexible required to work various shifts including weekends
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