Customer Support Advisor

£22k - £30k

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Posted 2 weeks ago

Our client is a global successful business offering software solutions and focus on payment services. There has been some rapid growth and they are now looking for an experienced Customer Success Representative.  Ideally you will have payments industry experience, specifically card payments and will have commercial experience in customer service.

The duties:

  • To respond to inbound calls and website queries from both customers and third parties
  • Dealing with complaints, including resolution escalating to appropriate teams
  • Keep up to date with policy changes affecting the customer experience
  • Raise potential problems with management and the appropriate teams where necessary
  • Provide high-level customer service and platform support via telephone, web, or live chat
  • Maintain case management, ensuring all queries are recorded, solved, or escalated
  • Promoting the online portal for customers including new customers for online registration and onboarding
  • Acting as customer support as well as championing customer success

The requirements:

  • Experience in merchant acquiring and/or open banking preferred – payments industry experience is essential
  • Knowledge of business banking processes, products, and services an advantage
  • An appreciation of risk and the ability to follow regulatory, operational, and control processes essential
  • Commercial experience is a customer service or customer support role
  • Experience of dealing with customer across multiple channels including live chat
  • You will be a clear communicator who is comfortable dealing with people at all levels
  • Ability to provide first line support

 

Job Features

Job CategoryOps & Customer Service

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