Customer Service Agent
3 days ago
**Customer Service Agent / Technical Helpdesk Agent
Location: Reading
**Salary**: £20,000 per annum, plus out of hours payments at time plus a half - plus benefits
Hours of Work: Full-Time - 9am-5pm**
**About the Company**:
Universal Transaction Processing and its sister company Faster Processing Limited are two of the fastest growing, innovative fintech organisations in the UK. Through a mixture of innovation and a focus on delivering outstanding customer service, we are committedto providing our customer base with market leading credit and debit card processing solutions.
With a customer base of over 20,000 customers, approximately £1.5 billion is processed across UTP’s estate of credit card machines each year with many hundreds of new customers being added on a monthly basis.
We are looking for exceptional, motivated and ambitious individuals to join our team who are willing and able to operate in a fast-paced environment as we continue to drive our business into new and exciting product areas.
**The Customer Service Agent / Technical Helpdesk Agent Role**:
Reporting into Operations Manager and working as part of the Customer Helpdesk team, the Technical Helpdesk Agent will be responsible for providing first-line and on-going support to all customer accounts.
**Customer Service Agent / Technical Helpdesk Agent Responsibilities**:
- Rapidly develop a thorough understanding of the payments industry and the market sector we operate within, together with a thorough understanding of the services we have on offer
- Ensure 100% customer satisfaction
- Provide end to end support for all customer queries from the initial call to resolution
- Outbound support to customers to ensure smooth transition of service delivery
- Deal with customer complaints in a timely manner
- Liaise with internal customers in order to enhance the customer experience
- Liaise with the company’s suppliers and partners in relation to the new customer approval process
- Detailed knowledge of overall Customer Service processes including logistics and onboarding
- Supporting the department manager to ensure daily and monthly KPI’s are adhered to
**Requirements**:
- Excellent attention to detail and the ability to always produce accurate work which is clear and complete
- Professional, clear and confident communication skills on the telephone
- Excellent verbal, written and communication skills
- Excellent organisation skills
- High energy with the ability to multi-task and prioritise as appropriate
- Excellent IT skills using Microsoft Office (Word, Excel and Outlook) together with the confidence to effectively use other in-house databases as required
- A proven track record in a customer service role
- Living within a reasonable commute of Manchester
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