Customer Service agent
arvato digital services llc - Mountain View, CA

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Entry Level , Full Time , Customer Service , Call Center , Call Center

arvato digital services llc , Business unit: arvato Customer Services , Mountain View , California

Job duties

arvato finance services Ltd. is part of Arvato AG – the Industry and Services Division of Bertelsmann AG, which ranks among the world’s leading media companies. Bertelsmann is an internationally renowned media group with businesses in more than 50 countries worldwide, employing 107,000 people in more than 500 companies.

The corporate division of Arvato AG is one of the world’s leading media services groups. The activities of the Arvato businesses include print and distribution of books, music CD’s, CD-ROMs, and customised multimedia packages for the computer, healthcare and consumer electronics industries. The service companies of Arvato provide a broad range of outsourcing solutions, from call-centre operations and reservations centres to back-office financial services and payment processing.

Within the Arvato division, arvato finance is an innovative, successful and thriving provider of financial services operating in Ireland since 1996. As part of a leading international group Bertelsmann, we offer a range of financial services, providing advice, support and the necessary tools to enable our clients to compete and operate successfully within their market place – including subscription management, online portals and e-commerce. arvato finance has become a leading service provider in online transaction processing and related BPO services.

Position Objective:
As the Customer service agent reporting into the Customer service and Disbursement supervisor, you will have responsibility for providing support to a team of Customer service and Disbursement agents. You will be regarded as the expert in your area. You will ensure that best practice policies and procedures are in place and will continuously examine the way things are working to ensure that creative solutions are applied and efficiencies are obtained where possible. You will need to become a subject matter expert in your area.

Duties & Responsibilities:
 Combined with your normal duties in this role, you will also be required to support ad-hoc projects in the Customer Services area.

 Responding to the clients requests for approvals of refunds, credit/debit memo, write off and change of address requests, process refunds

 Query Handling – internally & externally. Dealing with queries and assisting with escalations once referred to the Supervisor.

 Provide processing support to ensure we meet our SLA/OLA/KPI – full understanding of these.

 Administration duties for all electronic process services (EPS) client products when required.

 Queue monitoring, assignation & response to tickets.

 Ensure that documentation and data required for all approval functionalities are collated and stored for audit purposes.

 Participating in training when provided and ensuring knowledge is in keeping with team standards.

 Policies & Procedures – best practice within the EPS area. Quarterly review of processes within the teams and ensure training is aligned to the teams requirements. Feedback should be gathered and delivered to the Team leads & Learning & Development Team.

 Support all query/tasks when required with the customer service team

 Review of training practices & material

 Gap/Improvement review and recommendations

 Audits & Compliance participation

 Client & Sales interaction – conference calls participation & control board attendance when required

 Report Co-ordination – when reporting is required (Daily, weekly, monthly, adhoc)

 You will also be required to take responsibility for the following:

o Wire Transfer tracking (Commerce)

o Reg E launch – assist with volumes and related growth (Commerce)

o File preps (chargebacks, bugs)

o Payment Matching (Commerce)

o Books reseller Payment Clean Ups (Commerce)

o Clean up of 180 day payout backlog (Commerce)

 Also, there may be other activities such as 1099 case work to be completed during a particular timeframe that could potentially be assigned to this role. (Commerce)

Job requirements

Skills and Experience:
 At least six months experience in a fast paced customer service role

 Ability to continuously examine the way things are done and ensure all policies and procedures are best practice

 Ability to work as part of a dynamic team with freedom to work on own initiative.

 Strong communication skills both verbal and written.

 Organized and efficient professional.

 Superb attention to detail.

 Team player with a positive attitude and a focus on business issues.

 Excellent computer skills – must have good excel and be competent in Microsoft Office (All Products).

For more information, please visit our Web Site:

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