I just recently became a regular employee here at the payment portal account. The company is based on the Trinoma area in one of the towers there. The company is not well known unlike Concentrix, VXI, Sitel or Alorica. I can’t remember if I applied for the position on Jobstreet or Kalibrr.
This account is new to me since I never handled a UK account before. The company operates in Britain and Ireland and the support is for a payment portal or website much like Shopify or Lazada. A customer visit’s a merchant’s portal, orders an item and pays via credit card. The customer is then routed to our payment portal to take the CC information.
So far, our support includes:
· Resetting the customer’s (merchant) login password to their virtual terminal
· Changing the configuration on their account like enabling the Refund function or enabling the EU-mandated security feature on their account, which they need to enable to their website as well
· Verifying if a certain transaction is successful or not (even though the merchant can view the transaction on their end)
· The company also provides support for the regular physical credit card terminal like you see in SM but the support for that is with our customer care department. We only support the merchant’s eCommerce (website) account. So calls about the physical card terminal is transferred to them
We don’t speak to customers in general but instead we talk to the owner of the business or their administrators and website developers. If it involves scripting and coding on their website, we normally transfer the call to our Level 2 support.
This job is far from the hectic customer service post I’ve handled for a US airline company wherein we book tickets for passengers. In this payment portal technical support post, there are some avail time in between calls. In other words, it’s not queueing.
The only challenge I have so far is the British / Irish accent which I am not familiar with. Also, the domain that they have is relative new to me (I’m more verse with US domains) so on most cases I ask the customer to spell out their domain as well in their email addresses.
Hopefully I’ll spend a few more years in this account.
