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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!
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.
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.
- 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.
- 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.
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
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.
Enterprise 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 Enterprise Customer Service Agent (Part-Time)
✨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, as these will be valuable to share during discussions.
✨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 this knowledge. Highlighting relevant technical skills can set you apart from other candidates.
✨Tip Number 4
Show your enthusiasm for learning and development. DNA Payments values individuals who are willing to grow within the company, so express your eagerness to take on new challenges and improve your skills during the interview.
We think you need these skills to ace Enterprise Customer Service Agent (Part-Time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Enterprise Customer Service Agent position. Familiarise yourself with the key tasks such as responding to customer queries and achieving KPIs.
Tailor Your CV: Highlight any relevant experience in customer service or call centre roles. If you have experience with specific systems mentioned in the job description, such as Salesforce, be sure to include that as well.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your willingness to learn. Mention how your skills align with the company's mission to empower businesses through innovative payment solutions.
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
✨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.
✨Ask Insightful Questions
At the end of the interview, be prepared to ask questions that reflect your interest in the role and the company. Inquire about team dynamics, training opportunities, or how success is measured in the position. This shows that you are engaged and serious about the opportunity.
