Client Care Associate 1
Asia Premier One Source, Inc., Philippines

PRIMARY RESPONSIBILITIES

• Handles all incoming phone calls with courtesy and professionalism
• Answers inbound customer calls and effectively responds to clients’ inquiries
• Ensures the resolution of client concerns/inquiries, whenever possible

SPECIFIC RESPONSIBILITIES

• Responsible for the merchant services phone queue (for all incoming merchant calls and must ensure that service levels are met on consistent basis).
• Review merchant statements and explain the rates and fees assessed to the merchant each month.
• Review batch and transaction history to ensure the merchant is properly paid for their credit card processing.
• Review incoming chargebacks with merchants and advise what documentation can be used to dispute the chargeback with the issuer’s bank.
• Explain to merchants why chargebacks were lost and what the merchant can do to protect themselves against chargebacks in the future.
• Assist with terminal troubleshooting.
• Assist with upgrading terminal equipment including discussing pricing with the merchant and determining which terminal to offer to the merchant.
• Assist merchants with EMV upgrades including EMV-capable terminals and/or EMV software.
• Attend priority escalation calls for merchant customers.
• Explain to merchants what PCI Compliance is and how the program can help them achieve compliance.
• Assist with changes to merchant information such as updating addresses, phone numbers, checking accounts, etc.
• Set up mobile (smartphone) processing accounts.
• Special projects as assigned by management (calling campaigns, system updates, customer mailings, etc.).
• Assist with merchant account closures.

Requirements

• Candidate must possess at least 2 years in College, Graduate of Vocational Course, High School Graduate
• Non graduates are also accepted, but must have previous related experience in Customer Service or Technical Support role
• Should be willing to work in varying shifts
• Can start ASAP

Job Rewards and Benefits