At a Glance
- Tasks: Resolve customer complaints and improve processes to enhance satisfaction.
- Company: Global Payments, a leader in payment technology solutions.
- Benefits: Inclusive workplace, career growth, and a chance to make an impact.
- Other info: Equal opportunity employer committed to diversity and inclusion.
- Why this job: Join a dynamic team and shape the future of payments technology.
- Qualifications: Strong customer service skills and relationship-building abilities.
The predicted salary is between 30000 - 40000 £ 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.
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.
- 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.
Voice of the Customer Executive - 12 month Secondment employer: Global Payments
Global Payments is an exceptional employer that fosters a dynamic and inclusive work culture, where every team member is empowered to make a significant impact in the payments technology landscape. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring that our staff can thrive in their careers while contributing to our mission of delivering best-in-class payment solutions. Located in a vibrant area, our team enjoys a collaborative environment that values innovation and customer satisfaction, making it a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Voice of the Customer Executive - 12 month Secondment
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show us how your skills align with their mission, especially in customer service and relationship building. We love candidates who get what we're all about!
✨Tip Number 3
Practice your negotiation skills! Since the role involves resolving complaints, think of scenarios where you might need to negotiate with customers. Role-playing with a friend can help you feel more confident when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who want to make a difference in the payments landscape.
We think you need these skills to ace Voice of the Customer Executive - 12 month Secondment
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Voice of the Customer Executive role. Highlight your customer service skills and any experience you have with complaint resolution, as these are key to impressing us.
Showcase Your Skills:Don’t just list your skills; give us examples! If you've successfully handled complaints or improved processes in the past, share those stories. We love to see how you’ve made a difference!
Be Professional Yet Personable:While we want to see your professional side, don’t forget to let your personality shine through. A friendly tone can go a long way in making your application stand out to us.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Global Payments
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills and understand the key principles of complaint resolution. Be ready to share examples from your past experiences where you've successfully handled difficult situations or turned a negative experience into a positive one.
✨Research Global Payments
Dive deep into Global Payments' services and their approach to customer satisfaction. Familiarise yourself with their payment solutions and any recent news about the company. This will not only show your interest but also help you tailor your answers to align with their values.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer complaints or scenarios. Think through potential situations you might face in the role and prepare structured responses using the STAR method (Situation, Task, Action, Result) to demonstrate your problem-solving skills.
✨Show Your Negotiation Skills
Since negotiation is key in this role, be prepared to discuss your negotiation strategies. Think of times when you’ve had to negotiate a resolution that satisfied both parties and be ready to explain your thought process during those situations.
