Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started!

Interacts with customers/ customer information on a daily basis, promptly responding to all inquiries in a courteous and efficient manner.  Provides information to customers about product features. Helps customers when they are faced with problems or need information and/or ensure customer information is updated accurately. Interacts with Merchants partners and client internal Back Office support teams as needed to achieve customer resolution.

• Help customers with complaints and questions, give customers information about products and services
• Ensure to deliver BGO and client metrics and expectations on a regular basis.
• Ensure customer satisfaction and provide professional customer support
• Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
• Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and/ or supports to update customer’s account information
• Work with merchant and client support teams as needed to achieve customer resolution in relation to loan declinations.
• Work with merchant and client support teams as needed to achieve customer resolution in relation to Merchant and Refund Disputes.
• Support processing of transactions including, but not limited to bankruptcies, consumer declarations, fraudulent activities and post charge off processing.
• Make accurate records as needed in both French and English for specific case types.
• Ability to think creatively both in terms of solutions to complex complaints and process improvement.
• Collaborate cross-functionally on root cause analysis and drive resolution of customer issues
• Champion company core values and other company programs
• Other duties as assigned

Education

North America - Minimum High School Diploma or equivalent is required

Philippines – Minimum of 2 years post-secondary or equivalent is required

Costa Rica – No Minimum requirement

United Kingdom – No Minimum requirement

Trinidad & Tobago – Minimum 3 CSEC passes

English is compulsory in all locations

Experience

Previous experience in an Agent/Customer Service Representative is preferred but not required

Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.

Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty