Job Description
Role Summary
We’re looking for a Customer Service Agent to join our growing team based in Hull. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer enquiries and aim for first-contact resolution.
You’ll be part of a highly motivated, supportive team within a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience.
Reporting into: Customer Services Team Leader
Working hours: 18PW - Hours ranging from 0800-2300 Monday-Sunday
Working location: Hull
Key Responsibilities:
· Responding to customers’ queries via telephone, email and online chat.
· 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.
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. (PAX Store/Noetica/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.
About You:
· 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 join a fast-growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.
25 days holiday per year
Private Medical
Life Assurance
Cycle to work scheme
Access to self-learning platform - Bookboon
Income Protection
Workplace Pension
Employee Assistance Programme
Educate, Discover & Inspire
At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.
Join us in creating a workplace that reflects the diverse world and customers we serve.
Should you require any reasonable adjustments throughout the interview process, please let us know by emailing either [email protected].