Consumer Support Representative

About the role

CCBill is an online payment services provider used by more than 30,000 websites worldwide, supporting new and established ecommerce businesses. The Consumer Support Representative fields incoming ticket communications from customers who process payments through CCBill's merchant websites, communicating directly with them and resolving their questions and problems. The role is based in Belgrade, Novi Sad or remotely in Serbia, on a night shift of 40 hours per week including weekends.

Key responsibilities

• Resolve incoming phone calls, emails and chats.
• Ensure all customer issues are addressed and resolved to completion.
• Research and resolve credit card billing inquiries.
• Provide web browser assistance and troubleshooting for browser compatibility issues.
• Escalate customer issues to internal teams and CCBill merchants.
• Record customer interactions and issues in the Admin system so they can be followed up properly.

Required profile

• High school degree or equivalent.
• Excellent spoken and written English.
• Self-motivated, professional and able to work independently without constant supervision.
• Able to handle a wide range of customer interactions and to multitask while resolving issues.

Required skills

• Quick identification and troubleshooting of customer issues.
• Basic knowledge of internet technologies.
• Intermediate proficiency with current web browsers, Microsoft Word and Excel.