At a Glance
- Tasks: Provide top-notch customer support and onboard new clients in a dynamic FinTech environment.
- Company: Join Pax2Pay, a fast-growing FinTech revolutionising payments in the Travel industry.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of an award-winning team with exciting career advancement opportunities.
- Why this job: Make a real impact on customer satisfaction and help shape the future of travel payments.
- Qualifications: Strong communication skills, problem-solving mindset, and experience with CRM systems.
The predicted salary is between 29700 - 36300 £ per year.
Pax2Pay is a leading-edge FinTech company dedicated to revolutionising and simplifying payments in the Travel industry. We serve some of the most prominent players in the Travel sector, partnering with key FinTech companies to deliver innovative solutions. Founded in 2019, Pax2Pay is a fast-growing team, aiming to become the top choice for B2B payments in the UK and EEA.
With its award-winning digital payment solution, Pax2Pay makes travel payments faster, safer, and more accessible for the entire industry. From hotel bookings and flights to SaaS subscriptions, Pax2Pay's platform enables businesses to pay for a wide array of costs via virtual cards and bank transfers. We have processed billions in transactions, garnered multiple industry awards, including 'Most Disruptive Payments Technology,' and supported major players in the Travel industry.
As a Customer Support Specialist, you will be the first point of contact for our customers, providing exceptional support and ensuring their experience is seamless and positive. You will work with the wider operations team, account management and product to help build strong, lasting relationships with our customers. This role offers an exciting opportunity to work in a dynamic FinTech environment and directly impact customer satisfaction and company growth within the UK and EEA markets.
Responsibilities
- Provide timely and professional support to customers in response to their queries and requests, including following up on customer survey responses.
- Accurately track and document all customer interactions in our CRM system, Hubspot, and support with related reporting.
- Proactively identify opportunities to enhance the customer experience and contribute to the development of our customer knowledge base.
- Assist with onboarding new customers and supporting them during their early use of the Pax2pay system.
- Support the CDD specialist with transaction monitoring ensuring all flagged transactions are reviewed and resolved or escalated.
- Collaborate with the wider team to support and contribute to ongoing projects.
Functional Skills
- Excellent written and verbal communication with the ability to explain technical concepts to a non-technical audience.
- Problem solving and analytical skills with a proactive approach to finding a resolution.
- Experience using a CRM and support ticket system.
- Fluency in English is essential; additional European languages would be a significant advantage.
- Technical aptitude and the ability to quickly learn new software and systems.
- Experience working within a regulated environment.
Behaviours
- Customer-Centric Mindset: Proactively seeks to understand client needs and advocate for the customer when dealing with internal stakeholders and third parties.
- Proactive: Takes the initiative to identify and resolve issues before they escalate and recognises and reacts to trends by suggesting preventative solutions.
- Adaptability: Thrives in a fast-paced environment, quickly adjusting to shifting priorities.
- Collaboration: Works well with cross-functional teams, facilitating clear communication and building strong partnerships across departments.
- Detail-oriented: Pays close attention to the accuracy, completeness and consistency of data being recorded in respect of customer queries.
Deliverables
- Achieving and maintaining high customer satisfaction scores and positive customer feedback in response to queries and onboarding support.
- Timely and accurate resolution of customer issues, within SLAs.
- Contribute to a well-maintained and helpful customer-facing documentation.
- Positive, friendly and professional representation of Pax2pay in all customer interactions.
- Identify and implement improvements to improve the customer journey and process efficiency.
Hybrid Customer Support & Onboarding Specialist employer: Pax2Pay Ltd
Paxport Group UK Ltd is an exceptional employer, offering a dynamic hybrid work environment that combines the flexibility of remote work with the collaborative spirit of our Bristol office. We prioritise employee growth through continuous training in travel tech and software support, fostering a culture of innovation and teamwork that empowers you to make a real impact while enjoying a supportive atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Customer Support & Onboarding Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pax2Pay Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pax2Pay Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Hybrid Customer Support & Onboarding Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pax2Pay Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Pax2Pay Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pax2Pay Ltd!
How to prepare for a job interview at Pax2Pay Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
