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For Companies At a Glance
- Tasks: Resolve customer complaints and improve processes for better service.
- Company: Join Global Payments, a leader in payment technology solutions.
- Benefits: Gain valuable experience in customer relations and problem-solving.
- Why this job: Make a real impact on customer satisfaction and company reputation.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Dynamic team environment with opportunities for growth and learning.
The predicted salary is between 36000 - 60000 £ per year.
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Responsibilities
- Ensure all complaints are fully resolved by thoroughly investigating and addressing all the customers issues raised within agreed timescales.
- Negotiate fairly with the customer in order to resolve the complaint to satisfy all parties.
- Conduct the root cause analysis of complaints to identify any process improvements to prevent recurrence whilst publishing MI to the originating areas to put permanent resolutions in place.
- Handle any Financial Ombudsman cases and queries received by providing accurate and professional responses to defend GP’s position.
- Strong customer service skills and the ability to maintain and build relationships.
- Support the resolutions team with any queries around their escalations by sharing best practises and the negotiation thought process.
- Ability to build and maintain strong, productive relationships.
- Track and report on customer satisfaction feedback, for example incident-based surveys (IBS) and relationship-based surveys (RBS), and analyse that feedback to provide insights on how the CS&S organisation, Product, Marketing, Compliance and other Global Payments teams can improve our skills and knowledge, processes and systems.
- Aim to retain customers by answering customer comments through our various online customer facing channels such as Trust Pilot and Google Reviews, and manage any escalations when required. This is a ‘shop window’ and our reputation is at stake.
- Coordinate closely with internal stakeholders to see customer projects through to completion and on time, ensuring the highest levels of customer satisfaction.
- Coordinate activities across all the required functions to ensure implementation, migration or regulatory project completion for the customer.
- Provide support in customer product selection and solutions to overcoming obstacles to product adoption.
- Liaise cross-functionally with Marketing, Sales, Product, Compliance on initiatives designed to drive customer engagement and experience through the adoption of our products and services.
UK&I Voice of the Customer Specialist (10 month secondment) in Leicester employer: Global Payments
Contact Detail:
Global Payments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land UK&I Voice of the Customer Specialist (10 month secondment) in Leicester
✨Tip Number 1
Get to know the company inside out! Research Global Payments and understand their values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your negotiation skills! Since the role involves resolving complaints and negotiating with customers, try role-playing scenarios with friends or family. This will boost your confidence and prepare you for real-life situations during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to referrals, which can significantly increase your chances of landing the job.
✨Tip Number 4
Don’t forget to showcase your customer service skills! Prepare examples from your past experiences where you've successfully resolved issues or improved customer satisfaction. This will demonstrate your ability to handle the responsibilities of the role effectively.
We think you need these skills to ace UK&I Voice of the Customer Specialist (10 month secondment) in Leicester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Voice of the Customer Specialist role. Highlight your customer service skills and any relevant experience that aligns with the responsibilities mentioned in the job description.
Showcase Your Problem-Solving Skills: Since this role involves resolving complaints and conducting root cause analysis, be sure to include examples of how you've successfully tackled similar challenges in the past. We love seeing how you think on your feet!
Be Professional Yet Approachable: When writing your application, strike a balance between professionalism and approachability. Use a friendly tone while ensuring your language is clear and concise. Remember, we’re looking for someone who can build strong relationships!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our dynamic team!
How to prepare for a job interview at Global Payments
✨Know Your Customer Service Skills
Make sure you can clearly articulate your customer service experience. Think of specific examples where you've resolved complaints or built strong relationships with customers. This role is all about ensuring customer satisfaction, so showcasing your skills in this area will definitely impress.
✨Research Global Payments
Familiarise yourself with Global Payments and their services. Understand their payment solutions and how they help businesses grow. This knowledge will not only help you answer questions but also show your genuine interest in the company and its mission.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer complaints or situations. Prepare by thinking through potential scenarios related to the role, such as negotiating with a dissatisfied customer or conducting root cause analysis. Practising your responses will help you feel more confident during the interview.
✨Showcase Your Analytical Skills
Since the role involves tracking customer satisfaction feedback and analysing it for insights, be ready to discuss your analytical skills. Bring examples of how you've used data to improve processes or customer experiences in the past. This will demonstrate your ability to contribute to the team's success.
