Customer Service Representative

3 months ago

Watertown, United States Edenred Full time

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

Job Summary

The Customer Service Representative provides first-class customer service by providing helpful information, answering questions, and responding to complaints. They are the front line of support for clients, and they help ensure that customers are satisfied with products, services, and features.

Essential Functions: Duties and Responsibilities

  • Answer calls and respond to emails from client administrators and client employees
  • Receive and manage customer inquiries in a timely manner
  • Perform research on reported questions and concerns, including researching transactions, troubleshooting technical errors, and other analysis and research as requested by the manager
  • De-escalate situations involving dissatisfied customers, offering efficient assistance and support
  • Log and document all call information
  • Multi-task between various programs to assist in addressing customer inquiries
  • Meet service level agreement and service expectations
  • Answer calls with an average daily call volume: 80 to 100 calls per day
  • Obtain an abandonment rate of 3% or less
  • Focus on first call resolution
  • Respond to customer service inquiries (PPT issues)
  • Resolve 85% of tickets within 2 business days
  • Resolve 99% of tickets within 5 business days
  • Respond to inbound emails and chat service
  • Perform other duties as assigned
Required Skills/Abilities:
  • Typing and word processing skills, including the ability to type 40 words per minute
  • Clear and effective verbal and written communication skills
  • Ability to work in a fast-paced environment
  • Effective multitasking and issue tracking skills
  • Strong interpersonal skills
  • Adaptability
  • Proficient with Microsoft Office Suite or related software
  • Experience with payment (i.e. commercial cards), fintech, or B2B services
Education and Experience:
  • A minimum of 2 years of comparable experience, preferably in a call center environment
  • High School diploma. Associate's degree or Bachelor's degree in a related field preferred
  • Equivalent combination of education and experience will be considered
Physical Requirements:
  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times
  • Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
  • May work at computer monitors for prolonged periods with danger of eye strain and muscle pain


Affirmative Action/EEO Statement:

The employment policy of Edenred is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation, contact humanresources@edenredusa.com.

Apply now and Vibe with Us

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