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- Tasks: Assist customers with queries via phone, email, and chat while resolving issues efficiently.
- 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 in a fast-growing company that values diversity and innovation.
- Qualifications: Customer service experience is a plus; a willingness to learn and strong communication skills are essential.
- Other info: Full training provided; join us in reshaping the future of payments!
The predicted salary is between 28800 - 43200 £ per year.
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 specialize 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 Customer Service Agent (Enterprise) to join our expanding team in Hull. Reporting to our Enterprise Client Services Team Leader, the purpose of your role is to deal with our customers day to day enquiries and resolve matters at first instance. You will join a highly motivated team and be part of a growing business working with colleagues who care about our customers.
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.
What you need to succeed
- 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.
Technical Skills
- 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. (GEMS/TMS/PAX Store/Noetica/VeriCentre/VHQ/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.
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
- 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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Enterprise Customer Service Agent Operations · Hull employer: DNA Payments Ltd
Contact Detail:
DNA Payments Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enterprise Customer Service Agent Operations · Hull
✨Tip Number 1
Familiarise yourself with the payment processing industry and the specific services offered by DNA Payments. Understanding their products and how they operate will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in a fast-paced environment. Think of examples from your past experiences where you successfully resolved customer issues or improved service delivery.
✨Tip Number 3
If you have experience with any of the systems mentioned in the job description, such as Salesforce or online telephony platforms, be prepared to discuss how you've used them effectively in previous roles.
✨Tip Number 4
Show your enthusiasm for learning and development. DNA Payments values individuals who are willing to grow, so express your eagerness to learn about their systems and processes during your interactions.
We think you need these skills to ace Enterprise Customer Service Agent Operations · Hull
Some tips for your application 🫡
Understand the Company: Familiarise yourself with DNA Payments and their mission. Highlight your understanding of their services and how they empower businesses in your application.
Tailor Your CV: Make sure your CV reflects relevant experience in customer service or call centre roles. Emphasise any skills that align with the job description, such as communication and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples from your past experiences that demonstrate your ability to handle customer queries effectively.
Highlight Technical Skills: If you have experience with systems like Salesforce or troubleshooting in a similar industry, make sure to mention this in your application. It shows you are prepared for the technical aspects of the 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 Common Questions
Anticipate questions related to customer service scenarios, such as how you would handle a difficult customer or resolve a technical issue. Practising your responses can help you feel more confident during the interview.
✨Showcase Your Communication Skills
As a Customer Service Agent, strong communication is key. During the interview, demonstrate your ability to listen actively and articulate your thoughts clearly. Use examples from past experiences to illustrate your skills.
✨Highlight Your Willingness to Learn
Since the role involves using specific systems like Salesforce and others, express your eagerness to learn and adapt. Mention any relevant experience or skills that could help you quickly get up to speed with their tools.