Customer Service / Call Center

Description:

Key Responsibilities and Accountabilities



Thoroughly checks and verifies the authenticity of all transactions done from different internal dnata locations
Use suspicion grid to determine potential fraud transations
Researches and analyses credit card transactions to identify possible cases of fraud
Recognizes complex high risk transactions and escalates to supervisor
Conducts transaction verification procedures through call and/or email
Interacts with internal and external customers to decision transactions
Performs appropriate actions required to mitigate losses
Provides a positive customer experience
Documents results of actions taken to support fraud trending and reporting

Key Competencies



Must be detail oriented with utmost focus on quality and efficiency
Must take ownership of the clients assigned to with highest importance
Results orientation with bias for action, versatility, and adaptability.
Willing to work in shifting schedules that includes possible graveyard shifts.
Excellent written and communication skills
Understanding of Middle East culture is very critical
Must be able to effectively communicate with colleagues and peers from other departments
Willing to work on shifting schedules
Must be a team player
Must be able to work and remain calm under pressure

Requirements:

Qualifications & Experience


Minimum requirements:



Applicants must be willing to work and relocate to Clark, Pampanga
Applicants must be a Filipino citizen or have a relevant residence status
Candidate must have a Bachelor’s Degree or attended/completed at least 4 years of college course preferably Tourism or any Travel related courses
Background in fraud monitoring either on a BPO or Banking Industry setting
Minimum of 6 months travel industry experience, either from a BPO which is travel related, or from an actual travel agency is an advantage but not required
Must display competencies in customer service skills
Must have a minimum of 30 WPM typing speed
Advance skills in MS Office Applications specifically Word and Excel.
Above average mathematical competencies.
Very high attention to details

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