Client Support Agent

Company Description:

Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights.

We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services.

Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change.

We have a passionate, collaborative, and diverse culture that recognizes that every employee contributes to our business success.

.

Trust Payments has an exciting opportunity for a Client Support Agent to join their team.

Location: Hybrid - Bromley / Bangor, UK

Salary: Competitive + Benefits

Shift patterns: 24×7 Rota basis shift patterns which include weekends, nights and bank holidays (06:00-14:00 / 14:00-22:00 / 22:00-06:00). Only 37.5 hours per week.

Training period: We offer comprehensive training (8-10 weeks)

How will you make an impact in this role?

The Role:

The Client Support Agent will be part of the Global Client Support team and will provide first line support to our customers via phone and in writing, delivering excellent customer service.

What We Expect of You, Day To Day:

• Complete an 8 to 10 week training programme in readiness for the role at our Bromley office
• Contribute to the 24/7 support model on a rotational basis with the team, working shift patterns
• Use Zendesk as the workflow management system to respond to calls, chats and tickets
• Manage customers' accounts, including retention and cross-selling/up-selling where appropriate
• Support customers with user management queries across all customer-facing portals and assist merchants with navigation
• Record details of enquiries, comments and actions taken via the Zendesk tool
• Handle customer escalations
• Liaise with Acquirers to complete alternative acquirer onboardings
• Participate in meetings with the Client Support team as required (ongoing issues, team huddles etc.)
• Keep the Client Support Senior Agent and Client Support Team Lead updated on support issues, and request assistance where needed
• Take on ad-hoc tasks when required
• Comply with all legislation and codes of practice appropriate to the role
• Comply with the Health and Safety at Work Act and relevant directives in all activities
• Ensure compliance with all relevant aspects of the Data Protection Act as appropriate to the role

Qualifications

• 2+ years' experience working for a Payments or Fintech company in a customer-orientated support role
• 2+ years' experience supporting customers via phone and email within a payment support role
• Customer-focused approach
• Understanding of Payment system capabilities and features
• Experience working in an ITIL environment
• Experience supporting customers via phone and email
• Experience managing challenging customer situations
• Experience managing a busy workload in a fast-paced environment
• Experience using Zendesk or similar ITSM tool
• Proficient typing and IT skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, data handling and record keeping
• Problem analysis and resolution skills
• Information gathering capabilities
• Ability to explain technical concepts in accessible language
  Effective communicator able to engage confidently with colleagues at all levels

Skills

• Motivated individual who enjoys supporting customers and is committed to delivering excellent customer experience
• Consistently provides exceptional service and willing to engage with customers at any level, internally or externally
• Ability to build effective relationships with customers
• Demonstrates empathy towards customers
• Demonstrates appropriate business acumen
• Applies effective problem-solving techniques during challenging situations
• Adapts well in a fast-paced environment
• Able to prioritise own workload
• Works well under pressure and to tight timescales
• Collaborative team member with the ability to build effective relationships with the team and stakeholders at all levels
  Ability to work independently in an efficient manner, applying integrity and discretion when supporting customers

We offer comprehensive benefits to support our team members and their families' well-being.

Our robust benefits package includes (subject to local office benefits policy):

• Be part of a dynamic, market-leading Fintech experiencing rapid growth
• Flexible work arrangements tailored to role requirements and business needs
• Comprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aiders
• Extensive leave provisions, encompassing annual, volunteering, and birthday allowances
• Progressive family-oriented policies and benefits, including Maternity, Paternity and Adoption leave
• Robust compensation package, including pension scheme, healthcare plans, and life assurance
• Regular corporate events fostering team cohesion and company culture
• Diverse company culture and global working environment

Continuous professional development and career advancement opportunities

Offer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Next Steps:

Ready to revolutionize fintech? If you're excited about this opportunity, we'd love to hear from you

Our Talent Acquisition Team will review your application promptly. We'll contact successful candidates via email and phone to discuss the next steps, including our inclusive interview process.

Additional Information:

Trust Payments is an Equal Opportunities Employer

We are a growing business with an aspiration to create a truly inclusive working environment, where each employee can reach their full potential. We celebrate the differences that exist within our teams. We encourage our people to bring their own opinions and thoughts to work, to be authentic and help us to innovate. We do this by embracing people as individuals, and appreciating that what works for one person, doesn't work for everyone. We are committed to equal employment opportunity for all, regardless of race, heritage, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

If you require reasonable adjustments to be made to enable you to apply for a role with us or wish to provide feedback about the accessibility of this website, please contact the Talent Acquisition Team.

Automated Assessment Notice

Trust Payments may use automated tools during our recruitment process, including skills assessments and application screening questions. All decisions involve human oversight and comply with data protection legislation. Candidates can request human review of any automated screening decisions.