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Customer Service Representative

Location:  Markham
Requisition-ID:  5841

In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure connectivity and payment solutions for billions of people around the globe. At G+D Mobile Security, you will play a key role in realizing the digital transformation.

 

Customer Service Representative 

Location: Markham
Business Sector: Giesecke+Devrient Mobile Security Canada Inc. 
Department: 2300
 Customer Service 

 

Job Summary

 

The Representative is responsible for the delivery of the highest level of quality Client service, ensuring excellent communications and follow up both internally and externally on all day to day initiatives as well as customer projects.

 

Primary Responsibilities

 

  • Act as a liaison between the client and the G+D team to provide Tier 2 and Tier 3 Client support. 
  • Coordinate and prioritize all external/internal customer inquiries.
  • Gain an in-depth understanding and extensive knowledge of G+D business procedures and a working knowledge of customer’s business requirements.
  • Liaise with all other G+D departments to ensure customer’s business requirements are met to their satisfaction and within service level agreements.
  • Maintain and update Action logs and facilitate weekly conference calls.
  • Coordinate customer launches for minor projects and initiatives including non-PMO.
  • Effectively manage customer relationship according to G+D policies and procedures.
  • Attend meetings with internal and external customers, make recommendations to develop and implement new methods to enhance the efficiency of the specific client’s process.
  • Ensure programming requirements are executed and entered into the Programming Request System (PRS) and communicated promptly to IT according to G+D process and procedures; responsible for all customer launches and including PRS related and regression testing.
  • Enter and update sales orders using SAP to customer contractual requirements.
  • Successfully resolve customer issues to the mutual satisfaction of both client and G+D.
  • Work directly with the G+D team to ensure customer products meet the internal requirements.
  • Communicate with the Finance department to ensure Client billing is accurate and invoiced in a timely manner.
  • Responsible for entry of Card Manufacturing requests.
  • Liaise with VISA and Mastercard for all Card Manufacturing order approvals.
  • Professionally and accurately manage Customer complaints in a courteous manner.
  • Provide Administrative Support as required

 

Secondary Responsibilities

 

  • Provide support to backup accounts within the Client Services Group, including Administrative tasks.
  • Act as Subject Matter experts, providing Sales and PMO with Support when required
  • Assist in training of new staff
  • Other duties as assigned by the Client Services Team Lead or Director
  • Comply with G&D Environmental, Health & Safety policies, procedures and report any Environmental, Health & Safety hazards, incidents and concerns to the immediate supervisor/manager.  Management will ensure employees are provided with job specific Environmental, Health & Safety information, training and also ensure employees follow workplace Health & Safety policies and procedures.

 

Qualifications, Experience and Educational Requirements

 

Work Experience:

 

  • Minimum five years’ experience in direct Customer Service – client contact or an equivalent position in a manufacturing, printing or financial environment

 

Skills and Competencies:

 

  • Excellent command of English, both written and verbal.
  • Above average organizational and coordination skills with the ability to multi-task with grace.
  • Proven interpersonal, analytical and problem solving skills.
  • Proficient with MS Office suite.
  • Self-motivated team player with ability to interact in a collaborative manner.
  • Ability to prevent unnecessary issues from occurring by proactively paying close attention to the details in all communication and documentation.
  • Ability to be unfailingly civil and respectful to both your internal team players and external Clients.
  • Exposure to Project Management and Project Methodologies is preferred.
  • SAP knowledge is preferred
  • Ability to communicate in French (written and oral) is a plus

 

Education:

 

  • Completion of a college or university degree

 

Working Conditions

 

  • Fast-paced environment
  • Sitting at the computer for long periods of time
  • Open Concept Office

 

Physical Requirements

 

  • Lift up to 20 lbs

 

 

 

Giesecke + Devrient Mobile Security Canada Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to contact us, please contact Human Resources at careers.gdsci@gi-de.com 

We are looking forward to receiving your application!

Giesecke+Devrient Mobile Security Canada Inc.
Markham, Ontario
www.gi-de.com/en/ca/mobile-security
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