At a Glance
- Tasks: Oversee onboarding and support for Windcave's merchant services customers.
- Company: Join Windcave, a global leader in payment technology with a vibrant team culture.
- Benefits: Enjoy competitive salary, hybrid work, and unlimited snacks in the office.
- Other info: Diverse and inclusive workplace with excellent growth opportunities.
- Why this job: Shape the future of payments while developing your career in fintech.
- Qualifications: Bachelor's degree and 1-3 years in customer service or merchant services.
The predicted salary is between 29700 - 36300 £ per year.
The Company
Windcave is a global leader in payment technology, offering a unified platform that consolidates all payment solutions into a seamless ecosystem.
Operation in 42 countries with offices in 13 locations, we process billions of transactions annually, providing businesses with a comprehensive payment solution through a single provider.
Our team of over 450 professionals supports more than 57,000 merchant locations globally, driving innovation and ensuring scalability in a fast-paced, tech-driven environment.
Join us to shape the future of global payments and experience the cutting edge of financial technology.
Position Objective
The role of the Customer Management Specialist is to oversee the onboarding, change of ownership, and cancellation processes for Windcave merchant services customers, while also providing ongoing support to ensure a positive customer experience.
Key Responsibilities
- Facilitate the onboarding process by working closely with merchants, sales, and all relevant stakeholders.
- Ensure all required documents are collected from merchants and that all internal correspondence is coordinated by the CMU team.
- Manage the end-to-end merchant onboarding process in a timely manner, collaborating with cross-functional teams as needed.
- Handle cancellations when devices are returned by merchants, and ensure associated services are properly deactivated.
- Update merchant details (e. g., statement lists, contact information) on Payline as requested by merchants.
- Manage the change of ownership process for outgoing and incoming merchants, liaising with the sales and acquiring product teams where necessary.
- Work with the Compliance team to obtain AML/KYC information for application processing.
- Coordinate with the Technical Support team to resolve customer queries.
- Provide excellent customer service and foster strong relationships by investigating and resolving queries related to merchant services.
What We're Looking For
- Bachelor's degree in similar field.
- An accounting certificate/qualification would be an advantage.
- 1-3 years of proven experience in a banking credit/merchant services or relevant role
- Previous customer service experience
- Proficient in using Microsoft Office tools, including Excel, Word, and Power Point, to support a variety of tasks.
- Skilled in analysing data, identifying patterns, and solving problems effectively.
- Quick to learn and adapt to new concepts, particularly in cards, payments, and fintech environments.
- Understands payment card products and services and how they align with customer needs.
- Has a foundational understanding of sales principles, including identifying customer needs and recommending appropriate solutions.
- Communicates ideas and feedback clearly and effectively through both verbal and written channels.
- Builds strong, collaborative relationships across cross-functional teams.
- Responds promptly and professionally to customer inquiries via phone and email to ensure satisfaction.
- Highly organized, with strong task prioritization skills and the ability to meet tight deadlines efficiently.
- Why Windcave
We are one of the leading player in the Fin-Tech industry, but more than that, we are a brilliant place to work.
Our Team is at the center of what we do.
As such, we constantly look for ways to make you comfortable and support your wellbeing and development.
We offer career development opportunities and a vast room for progression in your role or the opportunity to diverge into other roles in the future if you so wish.
Culture and Benefits
- Competitive base salary
- Team building social activities throughout the year
- Unlimited daily support of snacks and beverages when you work from the office
- Pension plan
- Excellent internal progression opportunities
- Performance based rewards
- Hybrid working - 3 days a week in the office (Monday, Tuesday and Friday)
- Diversity and Inclusion
We recognise the importance of equal representation and believe that there is a place for everyone at Windcave.
We actively seek to ensure that candidates and employees of difference race, gender, sexual orientation and religion are given room to shine.
Recruitment Process
We review applications on an individual basis.
If you seem like a good fit, we will arrange an initial phone call.
If the initial call was a success we will settle on a date and time that works for you best and invite you for a virtual interview.
If successful you will be invited into our office to meet the team, this is an opportunity for you to see if you would love to work with us and for us to see if you could become a part of the team.
We value open and honest conversations and are committed to making you feel as comfortable as can be throughout the entire process.
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Customer Management Specialist (Onboarding) in London employer: Windcave
Windcave is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration among its diverse team of professionals. With clear career progression opportunities and a commitment to employee growth, you will thrive in a supportive environment while working on cutting-edge payment technology solutions. Enjoy the benefits of hybrid working, regular team events, and a focus on diversity and inclusion as you contribute to shaping the future of global payments.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Management Specialist (Onboarding) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Windcave. 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 Windcave 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 Customer Management Specialist (Onboarding) in London
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 Windcave:Your cover letter is your chance to shine! Tell us why you want to work at Windcave 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 Windcave!
How to prepare for a job interview at Windcave
✨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.
