Customer support
Cleverbridge provides world-class support for your customers by combining frictionless written communication with an empathetic approach. Two teams are involved in each customer's journey:
Customer Service team
Our Customer Service team makes sure order and payment-related inquiries are handled quickly and efficiently. Our multilingual and highly-trained customer service specialists provide an excellent, solution-oriented service for different aspects of order management in seven languages.
Their main responsibilities include the following:
- Identify unknown charges
- Redeliver order information
- Modify payment methods
- Cancel/reinstate subscriptions
- Issue full refunds
- Complete quote requests/PO processing
- Redirect customers to client-side technical support
Payment Processing team
Our Payment Processing team plays a critical role in supporting customers by leveraging their expertise in diverse payment methods to facilitate smooth and secure transactions. They provide prompt assistance in resolving payment-related issues, addressing tax-related inquiries, and guiding customers through vendor form requirements. Additionally, the team manages essential exchanges with payment providers to troubleshoot transaction discrepancies, ensure regulatory compliance, and optimize payment processes. Through their specialized knowledge and proactive approach, they enhance operational efficiency, maintain strong partnerships with payment providers, and foster trust among customers and vendors.
Their main responsibilities include the following:
- Payment reconciliation:
- Duplicate payments
- Overpayments
- Underpayments
- Payments missing inquiries for all payment methods
- Refunds missing inquiries for all payment methods
- Manual Refunds: partial, full, VAT/Sales Tax
- VAT/ GST/ Sales Tax/ withholding tax inquiries
- Vendor forms + W-9 form requests
- Payment delinquency notices