Join to apply for the Customer Service Agent role at DNA Payments.
About us: Since our founding in 2018, DNA Payments has rapidly grown into one of the largest independent, fully integrated omnichannel payments providers in the UK and Europe. We help businesses seamlessly accept payments through cutting-edge POS systems or online platforms. We are recognised as one of the top 50 fintech start-ups by Beauhurst, backed by £100 million Private Equity funding from Alchemy, and process over £1.2 billion every month for 60,000+ businesses. Our dynamic team of 375 professionals operates from our London headquarters with regional offices in Hull, Nottingham and Kazakhstan. We are on a mission to empower businesses to thrive through pioneering payment solutions.
Job Summary
We’re looking for a Customer Service Advisor to join our expanding team based in Hull. Reporting to the Customer Service Team Manager, the role is to handle customers’ day-to-day inquiries and resolve matters at first contact. You will be part of a motivated team in a growth business, working with colleagues who care about our customers.
Key Responsibilities
* Responding to customer queries via telephone, email and online chat.
* Handling billing enquiries, technical issues, swapping/ordering terminals, product logistics, and stock ordering.
* Achieving KPIs and SLAs to provide the highest level of customer service and support.
* Working with 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 is advantageous; call centre experience is not mandatory.
* An interest in business and providing high-level customer service.
* Willingness to learn and be accountable for your success and development.
* Previous exposure to operating systems is advantageous; full training and support will be provided.
* Good communication and listening skills.
Skill/Technical
* Troubleshooting and root-cause analysis within a similar industry is an advantage.
* Exposure to our products and systems (GEMS, TMS, PAX Store, Connex, VeriCentre, VHQ, OCC, Salesforce, Zendesk) is advantageous.
* Ability to take ownership of customer cases/escalations and see them through to resolution.
* Experience in a fast-paced B2B environment working to SLA and deadlines.
What’s in it for you?
You’ll work with a collaborative team and have support and development to move into a management role. Benefits include:
* 25 days holiday per year
* Private Medical
* Life Assurance
* Ride to work
* Access to self-learning platform
* Bookboon
* Income Protection
* Workplace Pension
* Employee Assistance Programme
Educate, Discover & Inspire
DNA Payments is committed to diversity and inclusion. We strive to build a team that represents a variety of backgrounds, perspectives and skills, creating an inclusive environment where all employees feel valued and empowered. If you require reasonable adjustments during the interview process, please let us know.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
EEO information: We are an equal opportunity employer. We encourage applications from all qualified individuals and do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, or other legally protected status.
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