Customer Service Representative III

Answer inbound e-mail enquiries from corporate clients, consumers and selling partners.

Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with InComm’s regulations. Customers will include both our merchant partner and consumers

Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner; i.e. Lost/Stolen Cards, forgotten PINs.

General functions include:

Open/resolve/escalate/close tickets.

Administrative tasks (partner account updates, provide activity reports).

Organise replacement cards where required

Opening tickets to the appropriate technical teams when required.

Keep clients appraised on resolution progress.

Document activities in the ticketing system as required.

Outbound calls as required.

Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors.

Maintaining familiarity with our prepaid financial services products, programs, developments and direction of the business in general.

Other tasks and responsibilities as assigned by leadership team.

Answer queries in timely manner in accordance with InComm’s goals

Strong excel, verbal and written communication skills are critical

Basic knowledge of MS Office, Internet, Windows and typing skills are required

2+ years’ customer service/client support experience required

Successful completion of a criminal background and consumer credit check is required