Customer Service Representative-1

About the role

Kapsch is one of Austria's most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.

Responsibilities

• Serves as the first point of public contact for all customer service issues.
• Respond to calls from the public and provide general information and service regarding the PROGRAM.
• Maintains a thorough knowledge and understanding of the customer service center and PROGRAM operations to assist customers and resolve problems.
• Process credit card and e-check payments for replenishment or violation payments.
• Open cases for unsolved customer inquiries.
• Handle customer complaints, researches and adjusts account discrepancies as requested by Customer Service Supervisor.
• Process and reply to e-mails from customers.
• Process customer disputes.
• Process image review queues.
• Conduct Web chat to answer questions and provide assistance to customers.
• Process the closing of customer accounts and issue refunds when necessary.
• Perform updates to toll violations, violation payments, customer payments or accounts to keep demographic, vehicle and credit card information current.
• Accurately documents all updates on BOS.
• Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public and other external customers.
• Exhibits professional image in a team environment with the ability to interact well and in positive manner, with all team members.
• Performs other necessary duties as assigned by the PROGRAM management.

Qualifications

High school diploma or equivalent required. 1-3 years’ experience in a customer service call center or retail customer service environment. Bilingual preferred but not required. Formal call center experience is not required. All new hires will participate in formal job training.

Skills

• Excellent communication skills, interpersonal skills and professional phone demeanor.
• Beginner to intermediate level experience with MS Office – Word, Excel and Outlook.
• Ability to learn internal, proprietary systems.
• Self-motivated, dependable, detail-oriented and enjoy working in a team-oriented environment.
• Analytical, with a sense of urgency and the capability to take individual initiative in role.

Benefits

• Opportunity to solve complex problems that improve daily the lives of people around the world.
• Opportunity to work with cutting edge technologies in a high-growth industry.
• Career growth and development.
• Casual work environment.