As a Customer Service Executive, you will support our merchants and partners to ensure they get the best customer experience possible when provisioning our services which include providing merchant services (card terminals, online payment services and EPOS systems).
This role will involve taking ownership of new service requests working with our partners, customers and bank partner to ensure a smooth flow of information to deliver our services quickly, within deadline and achieving internal and external KPIs and SLAs.
We are looking for an individual that is passionate about customer service, delivering and exceeding customer expectations.
The right candidate will have had previous experience working within a Customer Service team, someone who has the desire and ambition to be successful and progress within our company as we continue to grow.
Previous experience in a business that provides card payment services and experience with key accounts are both desirable but not essential as the successful candidate will receive comprehensive training.
Job Description Be the first point of contact for our customers (merchants) and taking ownership of their requests and queries about their services.
Attention to detail is a key attribute required to manage these requests.
Recording and maintaining key data daily using Microsoft Excel and other packages.
Liaising with our partners, merchant customers and colleagues internally to ensure we capture all the necessary information to process new service requests.
Answering a large volume of email queries covering application and service requests.
Working with our partners, including our bank partner, providing them with the information required to setup services.
Managing orders from initial request through to go live.
Updating our internal systems through the stages of order, keeping our customers and key staff informed at every stage.
Responding to specific requests regarding the services and working with customers to bring any issues to an effective resolution (liaising with our technical service desk internally).
Working within internal and external KPIs and SLAs to ensure the best experience for our customers.
Talking with customers on the phone as required providing updates and answering any queries that may arise.
Communicate and co-ordinate with colleagues and other teams in the business to ensure we deliver upon our customers expectations.
Participate in regular team meetings to discuss successes, challenges and ideas with other team members and the rest of the business.
A well-structured individual that can plan and manage their time effectively.
Preferable ambition to progress in the business as it grows.
Skills: Customer Service Teamplayer Conscientious Written And Verbal Communication Adaptability Benefits: 5% company pension contribution + healthcare
