Customer Service
Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
Key Missions
Job profile
- Provide seamless customer support to financial institutions with an intent to enhance customer relationships aligned with organizational objectives.
- Handling end-to-end order processing with ensuring an operational excellence and maintaining smooth coordination within internal teams, regulators/schemes and customers.
- Coordination with internal departments to ensure customer satisfaction.
- Proactively handling of all incoming correspondence from the customers with an assurance of timely resolution to mitigate potential escalations.
Responsibilities
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms and requests.
- Handle inquiries about deliveries
- Provide customers with information on any open orders and invoices
- Keeping records of customer interactions, transactions, comments, and complaints.
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Maintain customer interactions
- Communicating and coordinating effectively with Customer Service team members and internal departments
- Providing feedback on the efficiency of the customer service process
- Provide accurate, valid and complete information by using the right methods/tools
Qualifications and Skills
- Graduate / Post-Graduate in any discipline.
- Working exposure in payment industry, Fintechs and banking payment domain will be preferred.
- Strong written communication skills, including ability to read and interpret emails, and provide logical written responses in a timely manner.
- Ability to learn and adapt quickly to new technologies / operating procedures, as well as new service offerings and evolving work environments.
Profile & Other Information
By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.
At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.
Visit our website to know more about the leader in Identity Technologies