Build, update, and maintain our payments-specific supplier database
Own supplier outreach (email, phone, etc.) to collect and verify information
Identify and flag inconsistencies, missing data, or potential issues proactively
Communicate clearly with internal teams to resolve questions and ensure accuracy from the start
Respond promptly and professionally to customer inquiries via phone, email, or chat
Provide accurate information about products and services to customers
Resolve customer issues in a timely and efficient manner
Follow up with customers to ensure that their issues have been resolved to their satisfaction
Properly and accurately document customer interactions in the organization’s CRM
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned

Minimum of 2 years of previous customer service experience, preferably in a call center environment
Financial related experience such as billing, invoicing or processing payments
Exceptional attention to detail and accuracy
Strong critical thinking skills and ability to ask clear, thoughtful questions
Highly organized, dependable, and consistent with follow-through
Comfortable working with systems, repetitive workflows, and outreach (including phone calls)
Able to work independently while knowing when to escalate issues
Experience in operations support, data entry, or administrative roles is a plus (not required)
Strong communication skills, both verbal and written
Knowledge and experience with a CRM is a plus
Proficient in using computers and various software applications
Strong problem-solving skills
Strong attention to detail

Customer Service Representative – Payment Support

Key skills