Customer Service Representative- Edenred US

Reward Gateway

Salary: $41k - $45k
Experience: 3+ yrs
Location: Boston, Massachusetts, United States
Job type: Full-time

Required skills

Microsoft Office
Telephony systems
CRM

About the role

Edenred, together with Reward Gateway, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

With our shared missions of ‘Making the World a Better Place to Work' and ‘Enriching Connections, For Good’, you’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

Your role in our Mission
We are seeking a dedicated Customer Service Representative who is passionate about helping customers and can thrive in a fast-paced environment. In this role, you will serve as the first point of contact for customers, providing exceptional service by addressing inquiries, resolving issues, and offering helpful information about our products and services. You will play a vital role in ensuring customer satisfaction by delivering prompt, professional, and friendly support.

Some of Your Responsibilities, Core Duties and Skills will include:

Responsibilities and Core Duties:

Enhance customer engagement through dynamic, high-volume omnichannel communication, including phone, chat, and email. Address inquiries with enthusiasm and professionalism to ensure a positive customer experience.
Research and resolve customer concerns, including transaction issues, technical troubleshooting, and other service-related questions.
Accurately log and document interactions, keeping detailed records of customer inquiries.
De-escalate challenging situations with patience and problem-solving skills, ensuring a positive outcome.
Consistently meet department service level agreements (SLAs) and performance expectations by handling customer inquiries efficiently, maintaining quality standards, and ensuring prompt issue resolution.
Take on additional responsibilities as needed to support the team and improve the customer experience.

Skills:

Strong communication skills, both verbal and written, so you can connect with customers and colleagues effortlessly.
The ability to thrive in a fast-paced, multitasking environment while staying focused and organized.
A positive attitude and a passion for helping people, even in challenging situations.
Proficiency with Microsoft Office Suite, telephony systems and comfort learning new systems.
A typing speed of at least 40 words per minute to keep up with customer interactions.
Experience in payments, fintech, or B2B services is a plus but not required.
Adaptability and a team-player mindset—we work together to create the best customer experience possible.

Experience and Physical Requirements:

Experience:

A minimum of 3 years of comparable experience, preferably in a call center environment
High School diploma. Associate degree or Bachelor 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.
May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.

The Interview Process:

Telephone interview with a member of the Talent Acquisition team
1st stage interview with the Customer Service Supervisor
Assessment and final stage interview with the VP of Customer Experience

Be comfortable. Be you.

We want all of our employees to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.

About Reward Gateway

Platform for employee engagement, rewards, and workplace benefits.

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