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For Companies At a Glance
- Tasks: Resolve customer complaints and improve processes for better service.
- Company: 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: Join a diverse team with opportunities for growth and development.
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.
Equal Opportunity
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.
UK&I Voice of the Customer Specialist (10 month secondment) in Leicester employer: Total System Services
Contact Detail:
Total System Services 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
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service and complaint resolution. We recommend role-playing with a friend or using online resources to boost your confidence and polish your responses.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled customer complaints or improved processes in the past. We want to see your problem-solving abilities in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
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 shows you can handle complaints and build relationships effectively.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved customer issues in the past. We want to see your ability to conduct root cause analysis and implement process improvements, so don’t hold back on those success stories!
Be Professional Yet Approachable: While we love a friendly tone, remember to keep it professional. Your written application should reflect your ability to communicate clearly and effectively, just like you would when dealing with customers or stakeholders.
Apply Through Our Website: We encourage you 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’s super easy to do!
How to prepare for a job interview at Total System Services
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills before the interview. Understand common complaints in the payments industry and think about how you would resolve them. Be ready to share examples of how you've successfully handled difficult situations in the past.
✨Research Global Payments
Dive into Global Payments' mission, values, and recent news. Knowing their products and services will help you tailor your answers and show that you're genuinely interested in the role. Plus, it’ll give you a solid foundation for asking insightful questions during the interview.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer complaints or situations. Practice articulating your thought process clearly, focusing on negotiation and resolution strategies. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Show Your Team Spirit
Since this role involves liaising with various teams, highlight your ability to collaborate and build relationships. Share examples of how you've worked cross-functionally in the past and how you can contribute to a positive team dynamic at Global Payments.
