Who we are. 
 

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands. 

What you’ll do & how you’ll make your mark 

• Ensures that all account related specific issues including but not limited to payment disputes, refunds, fraud checks and any related system billing errors are accurately and effectively handled.  

• Ensures that the correct invoices are mark as paid when cheque or bank transfer payments are already cleared.  

• Works proactively with both SG Treasury and Cebu Accounting for unsettled cheque or bank transfer payments.  

• Understands and follows the processes and guidelines in handling disputes and fraudulent transactions.  

• Analyzes transaction in payment gateways for possible undercharge and overcharge, and conducting appropriate action.  

• Informs customer in a professional manner with possible underpayment and collects the right amount.  

• Accurately completes special task given accurately and in timely manner.  

• Provides excellent service and support to our customers in all means of communication including phone and email.  

• Deals with all forms of enquiries politely and professionally while always keeping our company reputation in front of mind.   

• Responds promptly to the needs of the customer through emails, tickets, and phone calls and always doing the best to solve any issues related to customer account’s responsibility.   

• Escalates system bugs, serious and complicated issues with the ability of properly setting appropriate prioritization.   

• Communicates and coordinates effectively with other team members and internal departments.  

• Determine existing fraud trends by analyzing customers account information.  

• Works collaboratively and closely with Team Leaders, Support Managers and training staff.  

• Ensures confidentiality of customer’s information during account verification  

• Provides real time updates to team leader for any changes in the process.  

• Ensures that an unpaid invoice will be created for unpaid products and services.   

• Reports possible fraudsters to Team Leader so that appropriate action will be performed.  

Who you are & what you’ll need to succeed. 

• Must have at least 1 year experience in Customer Service.

• At least 6 months experience in billing and/or fraud.

• At least college level.

Other Responsibilities 

• Renders work hours with flexibility when required. 

• Dresses appropriately and always presents a good image for the company. 

• Conducts business in alignment with the company’s core values. 

• Complies with the different policies set by the company. 

• Ensures that our company always conducts business in an ethical manner without putting anyone in a position of risk. 

• Performs other duties and responsibilities that may be assigned by Management from time to time. 

Security & Risk Responsibilities 

• Conducts all activities in line with the organisation’s policies, processes and guidelines with respect to customer privacy, security, data protection, organisational strategy, security, legal and regulatory requirements 

• Appropriately handles all confidential company and client information 

• Reports any discovered breaches of confidentiality or policy (internal or regulatory) to management 

• Reports any discovered vulnerabilities in internal or third-party systems 

• Ensures reported vulnerabilities, breaches of confidentiality and breaches of policy (internal or regulatory) is actioned or escalated 

Demonstrated Skillset 

• Must have knowledge in tools usage and navigation including Pega, Genesys Cloud, WorldPay, PayPal and other payment gateways. 

• Must have basic skills using MS Office Tools such as Excel and Word 

• Preferably with basic domain and web hosting technical knowledge and skills 

• Must have excellent verbal and written communications skills 

• Must have good customer service skills 

• Must have excellent complaint handling skills 

• Must have strong reasoning, problem-solving and analytical skills 

• Must be trustworthy and able to maintain confidentiality of customer account information.

• Must be detail-oriented and able to manage multiple tasks effectively.

• Must be pro-active in providing suggestions to improve current processes.

Why you’ll love us. 

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. 

• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally. 

• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more! 

• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold! 

#NetworkSolutions

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.