Informacje o stanowisku

Teleperformance

Level: specialist

Working hours: Full time

MS Office

published 2024/08/26

About us and our team

Does working at one of Europe’s largest fin-tech companies sound interesting to you? Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe? If so, you are in the right place! Nets is part of the Nexi group. As a group, we come from the merger and integration of Nexi, Nets and Sia; with a presence in more than 25 countries, more than 10,000 employees across Europe and experience on the market for more than 80 years. We provide limitless growth opportunities for our employees.

About your future role

Are you passionate about problem-solving and providing excellent customer service? Were looking for a detail-oriented Card Dispute Specialist to handle case investigations, customer communications, and collaborate with various internal teams. If you have a knack for translating communications, maintaining compliance, and supporting process improvements, this is the perfect opportunity for you!

Your key tasks and responsibilities are:

Case Handling & Problem-Solving:

• Manage case handling and normal production tasks.
• Handle errors, perform corrections, and investigate root causes.
• Translate local language communications to English.
• Handle customer communications and support via email and/or telephone according to KPIs and agreed SLAs.
• Support customers in minimizing losses related to third-party fraud with payment cards.
• Report incidents in your area and maintain compliance in all actions.

Documentation & Compliance:

• Document work accurately in various IT systems, maintaining the four-eye principle where necessary.
• Participate in audits as a process specialist and deliver required data.
• Maintain general knowledge of the service environment, including card scheme rules (both domestic and international) and merchant agreements.
• Ensure compliance with all relevant regulations and organizational policies.

Stakeholder Cooperation:

• Collaborate with internal parties, including other Customer Service teams, Sales, Finance, Risk, Treasury, Compliance, and Legal departments.
• Coordinate with vendor partners to ensure seamless service delivery.
• Cooperate with team members and assist with ad hoc tasks.
• Assist and support other team members, including training when applicable.
• Participate in agreed projects and development tasks as determined by the manager.
• Provide input on process development tasks and other initiatives within the area.
• Contribute to workflow changes and process improvements.

Knowledge & Skill Development:

• Acquire and maintain in-depth knowledge of organizational products and processes within the service area.
• Utilize and stay updated on IT tools and systems used in work processes.
• Demonstrate the ability and motivation to cross-train and multi-skill in other tasks as required.
• Maintain a commitment to organizational goals and a can-do attitude

Additional Responsibilities:

• Perform any other functions requested by management.

What makes you the best person for this job?

• Fluent in Danish and English (speaking and writing). Additional language is a plus.
• Experience handling customer applications and administrative tasks in a professional, positive, effective way.
• Experience in communicating and explaining the ‘why’ behind and having the ability to think analytically and detect risks.
• Previous experience with payment products/card industry or services would be an asset.
• Relevant educational background, Financial, Commercial, legal. Level: Batchelor or similar would be an asset.
• Experience in customer service or BPO environments.
• Good communication, cooperation, and networking skills.
• Positive attitude and high work ethic.
• Ability to organize and prioritize tasks effectively.
• Ability to adapt to change, showing flexibility and resilience.
• Analytical mindset and strong problem-solving skills.
• Proficient in IT (MS Office 365).
• Team player with an understanding that teamwork is essential for success.
• Commitment to maintaining compliance in all actions.

Additionally, we offer next benefits:

• Work from home
• Trainings and courses
• Sports benefits
• Entertainment events for employees
• Medical insurance
• Competition Award
• Life, accident & critical illness Insurance

At Majorel, we create amazing customer experiencesthat people value and we are proud of. By combining talent, data, and technology wedeliver real impact for our partners.

Our vision is to be our clients’ trusted longterm partner for customer engagement in a constantly changing world. Creativity,Excellence and Respect drive everything we do. This ensures success for our partners andallows us to thrive as one team.

Majorel is an equal opportunity employer thatembracesdiversity.We arecommitted to the principle of equal employment opportunities forall employees and to providing employees with a work environment free of discriminationand harassment. All employment decisions at Majorel are based on business needs, jobrequirements and individual qualifications, without regard togender, age, ethnicity, race,nationality, religion, disability, gender identity, sexual orientation, marital or civilpartnership status or any other basis as protected by local law. ,

Majorelandits employees do not tolerate, engagein,orsupport Human Trafficking, Forced Labour or Child Labour of any kindthroughMajorel’sactivities, including in its supply chain, orassistMajorelclients orany other party in doing so.

Majorel &Teleperformance

You are applying for a job at Majorel, which is nowpart of Teleperformance. Welcome to a whole new world of opportunities! In the comingmonths, the best of both organizations will converge to deliver even more agile and resilientdigital business services. With nearly 500,000 team members in more than 95 countries, weare stronger together and ready to master the future.

DISCLAIMER

The above statements are intended to describe thegeneral nature and level of work being performed by people assigned to this classification.They are not to be construed as an exhaustive list of all responsibilities, duties, and skillsrequired of personnel so classified. All personnel may be required to perform duties outsideof their normal responsibilities from time to time, as needed.

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