French Speaking Customer Service Advisor

2 weeks ago

Bournemouth, United Kingdom JP Morgan Chase Full time

**French Speaking Customer Service Advisor**

Chase Merchant Services, a business unit within Corporate and Investment Bank (CIB), is a global leader in payment processing and merchant acquiring, capable of authorizing transactions in over 130 currencies. A Merchant Services Account Specialist is anadvocate for our merchants and internal Chase partners. As an Account Specialist, you will provide phone support by offering resolutions for payment processing, troubleshooting technical issues, and addressing general inquiries. In addition, you will havethe opportunity to progress through successive skills training - Level 1, Payment Terminals, Account Management and Pricing.

**Principal Duties and Responsibilities (in order of importance)**:

- Answer calls from our merchants and provide first call resolution
- Identify, analyze, and document information collected from merchants
- Resolve issues and merchant concerns accurately and expediently while adhering to business policies and procedures
- Ensure timely follow-up on merchant inquiries 100% of the time
- Troubleshoot technical problems to determine the root cause and provide a viable solution
- Analyze transactions, deposits, statements and account information to resolve and provide solutions for our merchants
- Maintain a high level of knowledge surrounding new products, equipment(s), features and services
- Meet or exceed production goals as outlined in the metrics scorecard
- Escalate issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank
- Liaise with other areas of the organization to provide timely resolution to merchant inquiries
- Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude

**Core Competencies**:

- Excellent verbal and written French and English communication skills
- Must be able to multi-task and be self-directed
- Flexible, easily adaptable; able to work in a dynamic and fast-paced environment
- Ability to provide professional and interpersonal communication when interacting with others
- Self-motivated, works well with mínimal supervision, and performs well in a team environment
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets

**Knowledge and Experience**
- Customer service experience is highly desirable
- Knowledge of payment processing industry and related procedures and products is desirable but not essential
- Must be willing to work in an environment that requires 100% phone-based customer interaction
- Must be BILINGUAL ENGLISH/FRENCH

**Work Schedule**
- Must be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays _(overtime will be paid at time and a half)_
- Office based traininig for the first 7 weeks

**Please note that this role will be working on a hybrid model of 3 days (more if preferred) in the office and 2 days from home once the training period is complete. When working from home, you will need you own PC/Laptop as they are not providedfor contract roles.

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