Customer Service Representative

IXOPAY is an enterprise-grade global payment infrastructure platform that provides merchants with AI-driven intelligence and payment orchestration. The Customer Service Representative will assist merchants with the PCI compliance process, offering support via phone, email, and chat, while ensuring an outstanding customer experience.

Responsibilities:

• Guide merchants through the PCI Self-Assessment Questionnaire (SAQ) process
• Respond to customer inquiries via phone, email, and chat in English
• Identify customer needs, troubleshoot issues, and provide clear guidance and solutions
• Accurately document customer interactions and maintain merchant records
• Follow up on open cases to ensure timely resolution
• Handle customer concerns with professionalism, empathy, and respect
• Collaborate with teammates to deliver a consistently high-quality customer experience

Requirements:

• Professional fluency in English(spoken and written)
• Strong communication and customer service skills
• Comfortable working with computers, web applications, email, chat, and phone systems
• Ability to multitask while maintaining accuracy and attention to detail
• Strong problem-solving skills and a customer-first mindset
• Ability to work independently and as part of a collaborative team
• Typing speed of at least 35 words per minute
• Previous customer service or contact center experience
• Familiarity with basic networking concepts or technical troubleshooting
• Experience supporting customers in a SaaS or technology environment