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Business Pay Customer Support Analyst

2 months ago

Wolverhampton, United Kingdom Worldline Full time

The Opportunity

This is a desk based role, taking a large number of inbound calls and responding to emails across multiple key business account clients in the hospitatlity, fuel and retail sector, ensuring agreed service levels are met each month. Each team member will be dealing with web issues, credit queries, transactions, invoicing and basic account management whilst representing Worldline to our clients and their customers, and showcasing our expertise in customer service.

This is a permanent, full time role working 37 hours over 5 days between 08:00 and 18:00 Monday to Friday and 09:00 – 13:00 on a Saturday. There is a requirement for some flexibility to ensure that service levels are maintained and work is delivered.

Day-to-Day Responsibilities

You ensure all incoming telephone calls/queries and emails are managed to client SLA standards. You review enquiries and deal with a range of issues including login issues/web guidance/transaction queries/invoice queries/authorisation requests. You build knowledge to identify common queries and resolve incidents with confidence. You develop skills in customer care, helpdesk system and database knowledge, and you talk directly to the clients and their merchants who’s products we support as well as the customers who use their cards.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next –

people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

You can deliver a trusted service. You've got substantial knowledge to help you identify problems and provide first call resolutions where possible. Ability to tackle incidents, issues and difficulties faced by our customer and clients. Motivation and passion for learning and developing your skill set. Excellent communication skills. You seek clear information and details in order to provide efficient service. You have profound experience in customer service skills with an excellent telephone manner. You possess sophisticated knowledge of PC/literacy skills, including the confident use of MS Word, Excel and Outlook. Also, you have the ability to be able to use spreadsheets to capture and store data in a clear and logical manner as well as the ability to read and send/respond to emails. You have Willingness and flexibility with shift/rota patterns as required by the business. You will have problem solving skills: the ability to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution, as well as attention to detail, able to document the details of issues clearly in a concise understandable manner.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

Be part of a company guided by a strong propose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide Work with inspiring colleagues and be empowered to learn, grow and accelerate you career Have 25 days holiday + bank holidays an exciting salary Have employee private medical cover, access to a virtual GP service Access to discounts and cashbacks on Shopping Purchase a range of flexible benefits through salary sacrifice Have a Life Insurance – 1 x salary if not in a pension scheme, 4 x salary if enrolled in the pension scheme Have Pension – the company will match contributions up to 10%