Every day, the people of TSYS® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — TSYS may be the right place for you.Summary
Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications. Schedules and coordinates international and domestic travel arrangements to include, air, hotel and ground transportation for team member business travel. Ensures reservations adhere to company travel and expense policies and procedures.Job Requirements
Uses computerized reservation system (GDS).
Follows airline and Airlines Reporting Corporation (ARC) rules and standards.
Keeps abreast of changes in industry rules, regulations, and fees.
Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation, account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients.
Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution.
Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required resolving card holder inquiries. Is certified under TSYS quality certification programs.
Travel Redemption Customer Service II:
High School Diploma or Equivalent - Typically Minimum 2 Years Relevant Exp - Travel experience background - retail or corporate gift card redemption customer service experience
Travel Redemption Customer Service Senior:
High School Diploma or Equivalent - Typically Minimum 4 Years Relevant Exp - Travel experience background - retail or corporate gift card redemption customer service experience