Support clients by managing requests and monitoring system performance at OKTO PAYMENTS. Collaborate with internal teams to resolve complex issues and drive process improvement.
About the role
- Bilingual Customer Service Representative managing inbound and outbound calls for child support service inquiries. Supporting clients with a focus on exceptional customer service while maintaining performance metrics.
Responsibilities
- Ability to answer calls timely, as they are automatically received through blended call queues
- Ability to answer incoming chat inquiries in a timely and accurate manner
- Provide a one call resolution through asking pertinent questions to understand member’s concerns
- Updating member information efficiently and accurately through active listening
- Maintain up-to-date product knowledge through offered trainings
- Utilizing soft skills while engaging with members
- Maintain a calm & positive demeanor while engaging with members
- Excellent time management & multitasking skills
- Reviewing Quality Assurance assessments within a timely manner
- Escalating member concerns to the call center management team
- Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines
- All other duties as assigned
Requirements
- High School diploma or GED
- Minimum of one year of experience in a customer service roll and call center experience preferred
- Ability to pass a background check, fingerprinting, and credit check.
- Ability to sit for long periods of time.
Benefits
- Paid Training
- Full-time schedule (40 hrs. a week)
- Career Growth Opportunities
- PerkSpot- Employee discount program
- Full Benefit Options
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