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Customer Service Agent

4 months ago

Kingston upon Hull, United Kingdom DNA Payments Full time

**The opportunity**

We’re looking for an Customer Service Agent (Enterprise) to join our expanding team in Hull. Reporting to our Enterprise Client Services Team Leader, the purpose of your role is to deal with our customers day to day enquiries and resolve matters at first instance. You will join a highly motivated team and be part of a growing business working with colleagues who care about our customers.

**Skill/Technical**
- Troubleshooting and root cause analysis within a similar industry would be an advantage
- Exposure to the products and systems we use would be an advantage. (GEMS/TMS/PAX Store/Noetica/VeriCentre/VHQ/OCC/Salesforce/ODIN/Kibana)
- Ability to take ownership of customer cases/ escalations and handle through to resolution.
- Experience of working in a fast paced, business to business environment working successfully within SLA’s and deadlines.

**Key responsibilities**
- Dealing with, but not limited to, billing enquiries, technical issues, swapping / ordering terminals, product logistics, ordering stock.
- Achieving your KPI’s and SLA’s to provide our customers with the highest level of customer service and support.
- Working on systems such as Salesforce, online telephony platforms and other software to support our customer base.

**Competencies**
- Previous experience in a customer service/ call centre role would be advantageous. Call centre experience is not mandatory.
- An interest in business and providing the highest level of customer service.
- A willingness to learn and be accountable for your success and development.
- Previous exposure to our operating systems would be an advantage but full training and support will be given.
- Good communication and listening skills.

**What you’ll need to succeed**
- A keen interest in people, business, and technology.
- High level written, communication and listening skills are essential.
- Previous exposure to our operating systems would be an advantage.
- A passion for client outcomes.

**What’s in it for you?**

You’ll work with a collaborative team and will join a fast growth fintech where you’ll get the chance to learn and develop. If that’s not enough you also receive the following benefits.
- Life Assurance
- Private Medical
- Income Protection
- Ride to work
- Access to Self-Learning Platform
- Workplace Pension
- 25 days holiday per year

**Working hours**: 37.5

**Location**: Hull, office based

**Salary**: £24,000 plus bonus