Customer Service Representative - Bilingual (French) - EML PAYMENTS USA, LLC

The team you’ll be joining:

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. As an issuer and processor, we provide our clients and partners with innovative payments and alternatives to traditional banking solutions.  We are agile, we are innovative.  We are product led and take a partnership approach to tailoring solutions, placing a strong focus on operational excellence.  

Job Summary 

This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services.  This position is responsible for researching and resolving issues reported by supported programs and technologies including shopping center employees, merchants and cardholders to ensure the highest level of customer satisfaction.  

Education and experience required

Bachelor’s degree and/or 2 years of equivalent work experience 

Fluency in French required 

What we’re looking for 

What you’ll be doing 

The Customer Service Representative role will be responsible for being self-directed in the following duties and responsibilities: 

• Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs). 

• Make outbound calls to merchants, programs, or cardholders as needed 

• Professionally communicate in all formats, both internally and externally 

• Identify solutions to defuse customer frustration to minimize escalations to Team Leads and Managers whenever possible 

• Establish and maintain effective working relationships with customers and EML team members 

• Maintain regular consistent and professional attendance and punctuality  

• Language translations of documentation (if bi/tri-lingual) 

• Pursuit of personal development of professional skills and technical knowledge necessary for the effective performance of the role  

• Other duties as assigned 

Desirable knowledge, skills, and abilities 

• Proficiency with Microsoft Office products (especially Word, Excel, and PowerPoint) and EML technology products (Atlas, Cardspot, Etc) 

• Excellent communication skills, including verbal, written and active listening 

• Strong problem solving and confident decision making skills 

• Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind  

• Knowledge of Customer Service procedures and solutions  

• Flexibility with schedules and deadlines 

• Able to work independently with minimal supervision and guidance 

• Maintain confidentiality of information, as appropriate 

• Perform detail-oriented work accurately with frequent interruptions 

• Open and adaptive to change 

• Supportive of department goals and priorities 

• Desire to drive improvements in team and customer efficiency 

Physical requirements and working conditions 

Essential functions require sitting approximately 90 percent of time, with balance of time spent traveling to various locations within the office building,  Must be able to answer telephones and meet with employees and others who have business with EML.  Must be able to read a variety of printed or handwritten material including statements, reports, and/or forms.  Must be able to operate office equipment including a computer, fax, copier, etc.  Must be able to hear and speak clearly and distinctly to provide information in person or on the telephone. 

EEO Statement 

EML Payments provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Disclaimer 

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.