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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 welcome applicants from all backgrounds.
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. Join us and be a part of the exciting journey towards reshaping the future of payments.
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 SLA’s 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
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 make us aware.
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Customer Service Agent (Part-time) Operations · Hull employer: DNA Payments Ltd
Contact Detail:
DNA Payments Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent (Part-time) Operations · Hull
✨Tip Number 1
Familiarise yourself with the payment industry and the specific services offered by DNA Payments. Understanding their products and how they help businesses can give you an edge during interviews.
✨Tip Number 2
Brush up on your communication skills, as this role requires excellent interaction with customers. Practising active listening and clear responses can help you stand out as a candidate.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled customer issues in the past. This will demonstrate your capability to manage escalations effectively.
✨Tip Number 4
Research common tools used in customer service, such as Salesforce, and be ready to discuss any relevant experience you have. Even if you're not familiar with these systems, showing a willingness to learn can impress the hiring team.
We think you need these skills to ace Customer Service Agent (Part-time) Operations · Hull
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Agent at DNA Payments. Familiarise yourself with their services and the skills required, such as communication and problem-solving.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service or call centre roles. Emphasise any technical skills or familiarity with systems like Salesforce, as well as your ability to handle escalations and maintain high customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your interest in business operations. Mention specific examples from your past experiences that demonstrate your ability to thrive in a fast-paced environment and your commitment to quality assurance.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at DNA Payments Ltd
✨Research the Company
Before your interview, take some time to learn about DNA Payments. Understand their services, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Customer Scenarios
As a Customer Service Agent, you'll likely face various customer queries. Think of examples from your past experiences where you successfully resolved issues or provided exceptional service. Be ready to discuss these scenarios during the interview.
✨Showcase Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely. During the interview, demonstrate your listening skills by engaging with the interviewer and responding thoughtfully to their questions.
✨Highlight Your Learning Mindset
DNA Payments values a willingness to learn and adapt. Be prepared to discuss how you've embraced new challenges in the past and how you plan to continue developing your skills in this role. This will show that you're a proactive candidate who can grow with the company.