About us Founded in 2018 we are one of the largest independent, fully vertically integrated omnichannel payments companies in the UK and Europe. We help businesses receive payments either through POS systems (the ones you tap your card on) or online (ecom). Recently listed in the top 50 fintech start-ups by Beauhurst. We are one of the largest Paas (platform as a service) and SaaS (software as a service) services providers to multinational Acquirers and Banks; processing over £900million a month with over 90,000 terminals servicing over 60,000 customers across the UK & Europe. Our team is made up of eight subsidiaries (and counting), DNA Payments, 123Send, Optomany, Opto KZ, Active Payments, EFT Solutions, Kwalitas, FPMS and Card Cutters. There are 300 of us spread across our head office in London, regional offices across the UK and Kazakstan. We are growing and need talent to help us achieve our mission; to be a Pioneering Payments Provider Powering businesses to thrive. The opportunity We’re looking for an Customer Service Agent (Enterprise) to join our expanding team in Hull. Reporting to our Enterprise Client Services Team Leader, the purpose of your role is to deal with our customers day to day enquiries and resolve matters at first instance. You will join a highly motivated team and be part of a growing business working with colleagues who care about our customers. Skill/Technical Troubleshooting and root cause analysis within a similar industry would be an advantage Exposure to the products and systems we use would be an advantage. (GEMS/TMS/PAX Store/Noetica/VeriCentre/VHQ/OCC/Salesforce/ODIN/Kibana) Ability to take ownership of customer cases/ escalations and handle through to resolution. Experience of working in a fast paced, business to business environment working successfully within SLA’s and deadlines. Key responsibilities Responding to customers’ queries via telephone, email and online chat. Dealing with, but not limited to, billing enquiries, technical issues, swapping / ordering terminals, product logistics, ordering stock. Achieving your KPI’s and SLA’s to provide our customers with the highest level of customer service and support. Working on systems such as Salesforce, online telephony platforms and other software to support our customer base. Competencies Previous experience in a customer service/ call centre role would be advantageous. Call centre experience is not mandatory. An interest in business and providing the highest level of customer service. A willingness to learn and be accountable for your success and development. Previous exposure to our operating systems would be an advantage but full training and support will be given. Good communication and listening skills. What you’ll need to succeed A keen interest in people, business, and technology. High level written, communication and listening skills are essential. Previous exposure to our operating systems would be an advantage. A passion for client outcomes. What’s in it for you? You’ll work with a collaborative team and will join a fast growth fintech where you’ll get the chance to learn and develop. If that’s not enough you also receive the following benefits. - Life Assurance - Private Medical - Income Protection - Ride to work - Access to Self-Learning Platform - Workplace Pension - 25 days holiday per year Working hours: 37.5 Location : Hull, office based Salary: £24,000 plus bonus