Consumer Support Representative

CCBill is an online payment services provider used by more than 30,000 websites globally that supports the needs of both new and established businesses in the ecommerce and online space. Typical projects on the CCBill side include integration with new processors, improving reporting, and enhancement of systems that can handle high volume transactions with high availability over 3 satellites in Phoenix, Ashburn and the Netherlands. You will have the opportunity to work on both existing and new products and features.

The Consumer Support Representative is responsible for fielding incoming ticket communications with customers who process payments through one of CCBill’s merchant websites. Consumer Support Representatives will communicate directly with customers, and be responsible for resolving their questions and problems.

The ideal candidate should be tech-savvy and be able to demonstrate an ability to multi-task while resolving customer service issues.

Location: Belgrade, Novi Sad, or Remote in Serbia

Working hours: Night shift, 40 h/week, including working over the weekend.

Key Job Responsibilities:

• Responsible for resolving incoming phone call, email, and chat communication.
• Ensures all customer issues are addressed and resolved to completion.
• Responsible for researching and resolving credit card billing inquiries.
• Provide web browser assistance and troubleshooting for a wide variety of browser compatibility issues.
• Initiates customer escalations to internal teams and CCBill merchants to ensure customer needs are met.
• Properly notating customer interactions and issues in the Admin to ensure proper follow up.

Key Skills and Qualifications:

• Excellent English language skills, both verbal and written.
• High school degree or equivalent education.
• Ability to be self-motivated and exhibit a high degree of professionalism.
• Ability to quickly identify and troubleshoot customer issue appropriately.
• General knowledge of basic internet technologies.
• Intermediate proficiencies with current web browsers, Microsoft Word, and Excel.
• Ability to retain and reapply information learned during day to day interactions with supervisors and Management.
• Ability to effectively operate independently without the need of constant supervision.
• Demonstrated ability to handle all sorts of customer interactions.

This is an exciting opportunity to work with a highly innovative and creative team, in a great working environment.