Customer Service Support Specialist

Job Title: Customer Service & Support Specialist

Location: Remote

About Us:

Zenti is a credit card processing company committed to delivering seamless payment solutions to businesses worldwide. We strive to empower our clients with innovative technologies and white glove customer support. Our team is growing, and we are looking for a dedicated Customer Service & Support Specialist to join our dynamic team.

Role Summary:

As a Customer Service & Support Specialist, you will play a crucial role in providing our clients with professional support, ensuring their satisfaction and loyalty. Your primary focus will be on resolving issues related to credit card processing, including transaction disputes, technical problems, and account inquiries. You will serve as the first point of contact for our clients, embodying the company's commitment to excellence.

Key Responsibilities:

Customer Inquiry Resolution: Promptly respond to customer inquiries via phone, email, and chat. Provide accurate and timely solutions to issues related to transactions, billing, account management, and service interruptions.

Technical Support: Assist customers with troubleshooting technical issues related to payment processing systems and software. Guide them through solutions in a clear and understandable manner.

Dispute Handling: Manage and resolve customer disputes and chargebacks, coordinating with internal departments and external agencies as necessary.

Account Management Support: Help customers with account set-up, updates, and closures. Offer guidance on using company services and products effectively.

Feedback Collection: Collect and report customer feedback to improve products and services. Identify common trends and issues to aid in the development of proactive solutions.

Training and Development: Participate in training sessions to stay updated on industry standards, product knowledge, and Customer Service best practices.

Qualifications:

High school diploma or equivalent; higher education or certifications in Customer Service or a related field is a plus.

Proven experience in Customer Service, preferably in the credit card processing or financial services industry.

Strong communication skills, both verbal and written, with the ability to convey complex information in an understandable manner.

Excellent problem-solving skills and the ability to think analytically.

Patience and a positive attitude in handling challenging customer interactions.

Proficiency in CRM softwares and Microsoft Office Suite.

Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

What We Offer:

Competitive pay and benefits package.

Opportunities for professional development and career advancement.

A dynamic and supportive work environment focused on teamwork and respect.

Access to the latest technologies and tools in the industry.

How to Apply:

Please submit your resume and a cover letter explaining why you are the perfect fit for this role. In your cover letter, highlight your Customer Service experience, particularly in related industries, and describe how you have positively impacted customer satisfaction in your previous roles.

Zenti is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: From $14.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Work Location: Remote