The successful candidate will work in the Global Blue Payments Customer Care team as a level 1 support staff fielding calls and processing tickets for our customers using payment solutions.

This role is based in Malaysia but will require close collaboration with our teams in Australia and Europe. The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with customers (B2C) and business partners (B2B).

Responsibilities

Call Centre Support

Answer Inbound calls from merchants and provide 1st level support
Respond to merchant email & Web portal inquiries
Call management and transfers to relevant departments
Settlement file variances
Permanent and one off refund limit increases.
Full PAN enabling on merchant receipt copies
Settlement time changes & subsequent downloads to update terminals
Fee explanations from reports
Increase purchase limit for one off transactions
Fulfil report requests
Merchant settlement transaction report
COA report
Monthly & Annual reports

Outage determination and escalation
Clear fractals – verify activity by calling merchant
After hours customer service support

Terminal Support

Terminal troubleshooting & fault management
Terminal software updates
Terminal link over
Transaction flow confirmation
Second level checks to ensure accuracy of information captured for new and change requests
Decommission merchants
Fee changes (first month of next month)
Setup of report requirements (Refund reports, Merchant statements, DCC reports)

Additional: Division of work in percentage (please note that this is subject to change depending on business):

Administration – [10%]
Reports Management – [15%]
Customer Service - [75%]

Main KPI’s

Customer satisfaction on ticket (measured in survey)
Queries answered in a timely manner within SLA
Calls answered and abandonment rates
Percentage of number of cases resolved vs escalated to L2
4-5 bullets (these are the “must have” for the role, the minimum requirements)

Skills

Excellent English verbal and written communication
Professional & Friendly
Technically minded

Qualifications and education requirements

minimum 2 years of practical experience in customer support
Working knowledge MS Office
Language: English fluent (corporate language), other languages as an advantage

About Us

At Global Blue, we firmly believe that enhancing the shopping experience drives performance.

Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.

As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.

Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries . At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.

Together, we innovate, create, and strive towards a brighter future for the businesses we serve.