Customer Service Representative
Job Summary
The Payment Central Representative is responsible for processing orders for book, publishing, and marketing services. This role involves handling customer calls, validating order details and payments, and managing ALC subscriptions. The position requires strict adherence to PCI DSS standards and providing high-quality support through calls and emails.
Responsibilities
- Process orders and manage ALC subscriptions
- Handle customer calls and email inquiries
- Validate payments per SOPs and PCI DSS standards
- Maintain accurate records and reports
Required Skills
- 1-2 years customer service experience
- Excellent English communication
- Strong attention to detail
- Proficiency in office software and systems
Job Details
Responsibilities:
- Handle all customer calls in accordance with established procedures.
- Follow established call flow for internal and external customers.
- Validate order details and payments in accordance with standard operating procedures.
- Enroll customers to Author Learning Center according to established procedures.
- Obtain author’s agreement to all applicable disclosures prior to processing orders.
- Strictly comply with Payment Card Industry Data Security Standards (PCI DSS).
- Use ‘Secure Pause’ functionality when processing card information.
- Enter card details directly into the payment portal (no physical recording of card data).
- Attend to email concerns in accordance with established procedures.
- Update trackers, files, and reports as required.
Qualifications:
- Bachelor’s degree preferred, or associate degree with relevant work experience.
- 1–2 years of customer service experience; payment processing or financial account experience is an advantage.
- Excellent verbal and written English communication skills.
- Strong attention to detail with excellent organizational, time management, and problem-solving skills.
- Flexibility, adaptability, and the ability to perform well under pressure.
- Strong analytical thinking, comprehension, customer service, and decision-making abilities.
- Proficiency in using computers and standard office equipment.
- Tolerance for low physical mobility (sitting at a desk for extended periods).
- Willingness and ability to work onsite (IT Park, Cebu City) full-time on a graveyard shift.