At a Glance
- Tasks: Manage customer enquiries and provide top-notch support via phone, email, and chat.
- Company: Join DNA Payments, a leading fintech reshaping the payments landscape.
- Benefits: Enjoy 25 days holiday, private medical, and a supportive team environment.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Be part of a fast-growing company where your contributions truly matter.
- Qualifications: Customer service experience is a plus, but passion and willingness to learn are key.
The predicted salary is between 24000 - 30000 € per year.
About us
Since launching in 2018, DNA Payments has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments, from cutting-edge POS systems to powerful payment gateway, ecommerce and in-app solutions. Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 million in Private Equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe. With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our journey to redefine the future of payments.
Role Summary
We’re looking for a Customer Service Agent to join our growing team based in Hull. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer enquiries and aim for first-contact resolution. You’ll be part of a highly motivated, supportive team within a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience.
Reporting into: Customer Services Team Leader
Working hours: 37.5 - Hours ranging from 0800-2300 Monday-Sunday
Working location: Hull
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.
Competencies
- 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.
Skill/Technical
- 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. (PAX Store/Noetica/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.
About You:
- A keen interest in people, business, and technology.
- High level written, communication and listening skills are essential.
- Previous exposure to our operating systems would be an advantage.
- A passion for client outcomes.
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
- Cycle to work scheme
- 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.
Customer Service Agent in Hull employer: DNA Payments
At DNA Payments, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. As a Customer Service Agent in Hull, you'll benefit from comprehensive training, a supportive team environment, and opportunities for personal and professional growth, all while enjoying perks like 25 days of holiday, private medical insurance, and access to a self-learning platform. Join us in reshaping the payments landscape and be part of a diverse team that values your contributions and empowers you to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in Hull
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on DNA Payments. Understand their products and values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling real customer queries during the interview.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your communication and listening skills. Share examples of how you've successfully resolved customer issues in the past, as this is key for a Customer Service Agent role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and really want to be part of the DNA Payments family.
We think you need these skills to ace Customer Service Agent in Hull
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight any previous experience in customer service or call centre roles. Even if you haven't worked in a call centre, share examples of how you've helped customers in the past. We love seeing your passion for providing top-notch service!
Tailor Your Application:Take a moment to customise your application for the Customer Service Agent role. Use keywords from the job description and relate your skills to what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid fluff – we want to know what makes you a great fit for us!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about who we are and what we do!
How to prepare for a job interview at DNA Payments
✨Know the Company Inside Out
Before your interview, take some time to research 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 Customer Service Scenarios
Think about typical customer service situations you might face, like handling complaints or technical issues. Prepare examples from your past experiences that demonstrate your problem-solving skills and ability to provide excellent customer service.
✨Showcase Your Communication Skills
As a Customer Service Agent, strong communication is key. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with speaking about your experiences and skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, training opportunities, or how success is measured in the role. This shows that you’re engaged and thinking about how you can contribute to the team.
