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.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
- 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.
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.
#J-18808-LjbffrCustomer Service Agent (Part-time) Operations · Hull in London employer: DNA Payments Ltd
At DNA Payments, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Our Hull office provides a supportive environment where you can grow your career, with opportunities for professional development and progression into management roles. Enjoy a comprehensive benefits package, including 25 days of holiday, private medical insurance, and access to self-learning platforms, all while being part of a diverse team dedicated to reshaping the future of payments.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent (Part-time) Operations · Hull in London
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like DNA Payments Ltd and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at DNA Payments Ltd and let us see your personality shine through!
We think you need these skills to ace Customer Service Agent (Part-time) Operations · Hull in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and DNA Payments Ltd.
Get Familiar with Our Brand:Before applying, take some time to learn about DNA Payments Ltd and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at DNA Payments Ltd
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress DNA Payments Ltd.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which DNA Payments Ltd will surely appreciate.
