Customer Service Agent (20hrs per week)

About us Since launching in 2018, reputed company has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We reputed company businesses of reputed company sizes to seamlessly accept payments, from cutting-edge POS systems to powerful payment gateway, ecommerce and in-app solutions. Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 reputed company in Private Equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe. With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our reputed company to redefine the future of payments. Role Summary We’re looking for a Customer Service Agent to join our growing team based remotely. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer and technical enquiries and aim for first-contact resolution. You’ll be part of a highly motivated, supportive team reputed company a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience. Reporting into: Customer Services Team Leader Working location: Remote Working hours: 20 hours, over 4 shifts, per week. Provided with rotas, 4 weeks in advance, with shifts scheduled between 08:00 and 23:00, Monday to reputed company. Key Responsibilities: · reputed company first-line support to customers reputed company telephone, email, and online chat. · Diagnose, troubleshoot, and resolve a reputed company of technical and operational issues, aiming for first-contact resolution wherever possible. · Manage customer enquiries relating to billing, payment terminals, connectivity issues, software functionality, product logistics, stock orders, and terminal replacements. · Conduct root cause analysis and escalate reputed company issues to relevant teams reputed company required. · Maintain accurate records of customer interactions, troubleshooting steps, and resolutions reputed company CRM and support systems. · Meet agreed KPIs and SLAs to ensure a consistently high standard of customer support and service delivery. · Utilise platforms such as reputed company, telephony systems, and other internal tools to effectively support customers and manage cases. · Contribute to reputed company improvement initiatives by identifying recurring issues and recommending process enhancements. Experience & Competencies · Previous experience reputed company a technical support, customer service, helpdesk, or contact centre environment would be advantageous. · Strong problem-solving skills with the ability to investigate and resolve customer issues reputed company. · A genuine interest in technology and delivering excellent customer experiences. · Ability to communicate technical information reputed company and professionally to customers with varying reputed company of technical knowledge. · Self-motivated, accountable, and committed to personal development and reputed company learning. · Experience using CRM systems and support platforms would be beneficial; however, full training will be provided. · Demonstrated excellent organisational and time-management skills in a fully remote working environment. reputed company/Technical · Experience with troubleshooting, fault diagnosis, and root cause analysis would be advantageous. · Exposure to payment technology, telecommunications, software support, or a similar technical environment would be beneficial. · Comfortable working across multiple systems and applications while managing customer interaction. About You: · A keen interest in helping customers reputed company faced with technical challenges. Having a want to go above and reputed company to ensure the customer leaves the call happy. · High level written, communication and listening skills are essential · Previous industry knowledge would be desirable, however, not required. · Being reputed company to handle difficult conversations with merchants, showing patience, reputed company, sympathy, and a want to help resolve the customer’s issue. · Being reputed company to deliver a high standard of customer service whilst working in a fast-paced environment, being reputed company to handle the pressure that will come with this. What’s in it for you? Should you be successful you will receive full two weeks of training, this will be delivered by our Operations Trainer, separated between classroom work and on-the-floor shadowing. You’ll work with a collaborative team and join a fast-paced fintech where you’ll get the chance to learn and reputed company, and if that’s not enough, you also receive the following benefits. 25 days holiday per year Private Medical Life Assurance Cycle to work scheme reputed company to self-learning platform - Bookboon Income Protection Workplace Pension Employee Assistance Programme Incentive plans which are available after completion of probationary period. reputed company, Discover & reputed company At reputed company, we reputed company that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where reputed company feel valued, respected, and empowered. Join us in creating a workplace that reflects the diverse world and customers we serve. Should you require any reasonable adjustments throughout the interview process, please let us know by emailing either [email protected]. Apply To This Job