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For Companies At a Glance
- Tasks: Engage with customers via calls, emails, and chats to resolve queries and provide support.
- Company: Join DNA Payments, a leading fintech innovator transforming payment solutions across the UK and Europe.
- Benefits: Enjoy 25 days holiday, private medical, life assurance, and access to a self-learning platform.
- Why this job: Be part of a dynamic team focused on exceptional customer service and professional growth.
- Qualifications: Previous customer service experience is a plus; a passion for learning and communication skills are essential.
- Other info: Diversity and inclusion are at our core; we celebrate unique perspectives and backgrounds.
Join us to apply for the Customer Service Agent (Part-time) 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 specialise in helping businesses seamlessly accept payments, whether it's through cutting-edge POS systems or online platforms. Recognised as one of the top 50 fintech start-ups by Beauhurst, we are a true innovator in the financial space. Backed by £100 million Private Equity funding from Alchemy, we now process over £1.2 billion every month, serving 60,000+ businesses across the UK and Europe. Our dynamic team of 375 professionals operate from our London headquarters, with regional offices spanning Hull, Nottingham and Kazakhstan. As we continue to expand, we’re on a mission to empower businesses to thrive through pioneering payment solutions.
Job Summary
We’re looking for a Senior Customer Service Agent (SME) to join our expanding team in Hull. Reporting to our SME Client Services Team Leader, this role is pivotal in ensuring that our customers receive exceptional service while also supporting our agents and management team. You will be part of a highly motivated group within a growing business that values customer care.
Key Responsibilities
- Customer Interaction: Respond to customers’ queries via telephone, email, and online chat, addressing a variety of issues including billing inquiries, technical problems, terminal swaps/orders, product logistics, and stock ordering.
- Support for Agents: Provide day-to-day assistance to agents by answering questions and offering guidance on complex customer issues.
- Escalation Management: Handle customer escalations effectively, ensuring timely resolution and maintaining high customer satisfaction.
- Managerial Support: Assist managers with workload management and step in as acting manager when necessary to ensure seamless operations.
- Project ownership: Engage in additional projects aimed at improving service delivery and operational efficiency.
- Subject Matter Expertise: Dedicate approximately 50% of your time to taking calls as a Subject Matter Expert (SME), leveraging your knowledge to resolve customer enquiries.
- Quality Assurance: Maintain personal standards in Quality Assurance (QA) and consistently meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- System Proficiency: Utilise systems such as Salesforce and online telephony platforms to support our customer base effectively.
What You Need To Succeed
- Experience: Previous experience in a customer service or call centre role is advantageous, though not mandatory.
- Interest in Business: A genuine interest in business operations and delivering the highest level of customer service.
- Learning Mindset: A willingness to learn, adapt, and take personal accountability for your success and professional development.
- Technical Familiarity: Familiarity with our operating systems is beneficial; however, full training and support will be provided.
- Communication Skills: Excellent communication and listening skills are essential for effective interaction with customers and team members.
- Technical Skills: Troubleshooting and root cause analysis within a similar industry would be an advantage. Knowledge of Sales Force, Noetica, Pax Store, Odin, OCC and Kibaba would be an advantage. 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 SLAs 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. If that’s not enough, you also receive the following benefits:
- 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
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 make us aware.
Customer Service Agent (Part-time) employer: DNA Payments
Contact Detail:
DNA Payments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent (Part-time)
✨Tip Number 1
Familiarise yourself with the payment industry and DNA Payments' services. Understanding their products and how they help businesses can give you an edge during interviews, showing your genuine interest in the role.
✨Tip Number 2
Brush up on your communication skills. As a Customer Service Agent, you'll need to interact effectively with customers and team members. Practising active listening and clear communication can help you stand out.
✨Tip Number 3
Prepare for potential scenarios you might face in the role. Think about common customer issues and how you would resolve them. This will demonstrate your problem-solving abilities and readiness for the job.
✨Tip Number 4
Network with current or former employees of DNA Payments if possible. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Service Agent (Part-time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Service Agent position. Tailor your application to highlight relevant experiences that align with the job description.
Craft a Compelling CV: Your CV should be clear and concise, showcasing your customer service experience and any relevant skills. Use bullet points for easy reading and ensure it reflects your ability to handle customer queries effectively.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples from your past experiences that demonstrate your problem-solving skills and ability to work in a fast-paced environment.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at DNA Payments
✨Show Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Share specific examples of how you've handled difficult situations or resolved customer issues effectively, as this will demonstrate your capability for the role.
✨Familiarise Yourself with the Company
Research DNA Payments and understand their services and values. Being able to discuss their mission and how you can contribute to it will show your genuine interest in the company and the role.
✨Prepare for Common Scenarios
Think about common customer service scenarios you might face in this role, such as handling escalations or technical issues. Prepare responses that showcase your problem-solving skills and ability to remain calm under pressure.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of the interview. This could be about team dynamics, training opportunities, or how success is measured in the role. It shows your enthusiasm and engagement with the position.
