Job Title: Customer Service Administrator
Location: Sheffield
Salary: Competitive
Job type: Full Time, Permanent.
Since 1990, TNS has been a preferred supplier of networking and integrated data services to many leading organizations in the global payments and financial communities, as well as a provider of extensive telecommunications network solutions to service providers.
TNS manages some of the largest real-time data communication networks in the world, enabling industry participants to simply, securely and reliably interact and transact with other businesses, to access the data and applications they need, over managed and secure communications platforms. TNS’ existing footprint supports millions of connections and provides access to critical databases. TNS’ network securely blends private and public networking to enable customers to utilize a single connection for “one-to-many” and “many-to-many” connections over a global platform.
The Role
The Customer Service Administrator have a wide responsible for a number of customer administration tasks that are key to the day-to-day operation.
These tasks include engaging customers either via email, phone and working to customer SLA’s and to agreed OLA internally.
Primarily the Customer Service Administrator tasks will be centred around customer terminal management that include terminal administration, terminal logistics also dispute management, settlement, reconciliation, and general customer enquirers
Responsibilities
- Card Scheme Dispute management, for LINK. Visa, Mastercard, CUP, UPI, Amex, DFS (Diners) and include JCB LINK, Visa and Mastercard Settlement/Reconciliation
- Card scheme settlement
- Terminal (POS, ATM) administration
- Terminal logistic and order fulfilment
- Hot Card requests
- Monitoring customer fees/funds received/sent
- Scheme Gateway Audit and Compliance
- Fee Billing
- Rootstock Purchase Order Administration
- Raising and Managing incident tickets
Key Skills
- Able to communicate and provide a professional image
- Be able to provide assistance and deal with customer queries within defined SLA’s
- Able to complete tasks within defined SLA’s
- Able to follow work instructions to the letter but to also provide or enhance current Work instructions.
- Able to create procedures that would assist the CSC team
- Provide attention to detail for all tasks
- Provide training and assistance within the CSC team
- Able to create and maintain customer reporting and statistics as required
- Provide assistance with the transition of new services within the CSC team.
- Good IT skills, in particular the use of Outlook, Word, Excel, Powerpoint
- Ability to work on own initiative and be self-motivated
Optional Skills
- Knowledge and working experience with Rootstock and / or SalesForce
- Knowledge and working experience with Sharepoint
- Knowledge and working experience with Remedy
- Working to payment terminals and / or the setup of payment terminals
- LINK, Visa, Mastercard transactions dispute management processes (or any other card scheme dispute processes
Qualifications
- 5 GCSE or greater
- ITIL Foundation
- Or previous experience in working with LINK Dispute, Visa Chargebacks or Mastercard Representments
Benefits
- Competitive salary (Varies depending on experience)
- 25 days Holiday + Bank holidays
- Friendly and supportive team culture
- Optional Private Health insurance
- Cycle to work scheme
- Long Service Awards
- Free Parking
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of: Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative may also be considered for this role will be considered for this role.
