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Payments Support Agent
Ref No.: 18-13249
Location: Menlo Park, California
Providing quality customer service is at the core of our team's goals. As a Support Agent, you will assist achieving team goals by answering questions for users with payment related queries in real time. Primary responsibilities are to explain the billing system, provide clarification about charges, and educate users on how to effectively utilize the platform. You will be responsible for achieving your own daily processing targets. You will also be responsible for engaging with team to promote high performance culture and great place to work.

Primary Responsibilities
Provide quality customer service by achieving consistent customer satisfaction (CSAT) ratings while always focusing on resolving cases efficiently and utilizing time productively
Assisting users with payment, billing system and other queries
Identify, recommend and implement process improvements
Proactively ask question and maintain an awareness of the client's business, operational activities, and processes within their team area
Communicate relevant information on a timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required
Requires professional interaction and communication, both within the PROUnlimited organization and with client contacts.

Required Skills & Experience
Minimum of 1 year Customer Service Experience in an office / tech industry environment
Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values
Strong attention to details
Excellent Problem Solving and Organisation Skills
Self-motivated to work independently, with minimal supervision
Excellent time management skills and able to proactively and independently manage workload and targets
Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
Familiar with MS Office (or similar Office applications, Slack, Trello etc) and able to manage multiple tools / web browsers at one time
Team player capable of proactively learning on the job
If you are a recent Graduate with some experience in Customer Service or Delivery environment we also want to hear from you

Working Environment
Service Delivery and Target Driven environment
Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods
Work with integrity, confidentiality and professionalism