EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. 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. Our Purpose is to inspire transformative digital change for our customers and communities.

About the role

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.

What you'll do

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

Qualifications

Bachelor’s degree and/or 2 years of equivalent work experience
Proficiency with Microsoft Office products (especially Teams, 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

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.

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EML Payments Solutions Ltd (EPSL)

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