Agent, Customer Service Specialist - Customer Experience

Join a Team Thats Passionate About Making Lives Better!

At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!

What Youll Do:

Interacts with customers/ customer information on a daily basis promptly responding to all inquiries in a courteous and efficient manner. Provides information to customers about product features. Helps customers when they are faced with problems or need information and/or ensure customer information is updated accurately. Interacts with Merchants partners and client internal Back Office support teams as needed to achieve customer resolution.

• Help customers with complaints and questions give customers information about products and services
• Ensure to deliver BGO and client metrics and expectations on a regular basis.
• Ensure customer satisfaction and provide professional customer support
• Update customer files with appropriate information and ensure information being placed in customer files follow regulatory client specific and corporate guidelines
• Engage with customers on all inbound/outbound calls emails and other channels of communication applicable and/ or supports to update customers account information
• Work with merchant and client support teams as needed to achieve customer resolution in relation to loan declinations.
• Work with merchant and client support teams as needed to achieve customer resolution in relation to Merchant and Refund Disputes.
• Support processing of transactions including but not limited to bankruptcies consumer declarations fraudulent activities and post charge off processing.
• Make accurate records as needed in both French and English for specific case types.
• Ability to think creatively both in terms of solutions to complex complaints and process improvement.
• Collaborate crossfunctionally on root cause analysis and drive resolution of customer issues
• Champion company core values and other company programs
• Other duties as assigned

Education

North America Minimum High School Diploma or equivalent is required

Philippines Minimum of 2 years postsecondary or equivalent is required

Costa Rica No Minimum requirement

United Kingdom No Minimum requirement

Trinidad & Tobago Minimum 3 CSEC passes

English is compulsory in all locations

Experience

Previous experience in an Agent/Customer Service Representative is preferred but not required

Exceptional communication and writing skills with attention to detail grammar brand tone and voice.

Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty

What Were Looking For:

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) French. Please note that Information security responsibilities are based on role.

Why Join Us

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.

• TeamOriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.

• StateoftheArt Offices: Work in our modern wellequipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in peoples lives!

Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website applying to this position you acknowledge that you have read and understood Bill Gosling Outsourcings and consent to the collection use and storage of personal information in accordance with the policy.

At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.

Bill Gosling Outsourcing Where your career thrives!