Inbound Customer Service Advisor - Helpdesk
Gateshead - Hybrid Working Option Available
Are you ready to write your next chapter?
Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
We’re looking for Helpdesk Customer Service Advisors to join our ever-evolving Customer Care team to help us unleash the potential of every business.
About the team
Our Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and full of enthusiasm, they’re always finding ways for us to grow together.
Based at our Gateshead site, our Customer Service team plays a vital role providing a world-class service to our Worldpay customers. You’ll be part of a team who are continuously striving to achieve the highest levels of customer satisfaction. You will live and breathe great customer service and understand how important it is to put the customer at the heart of our business and interactions.
What you’ll own:
1. You will primarily be responsible for answering queries and solving any issues customers may face during their time with us. Commitment to the team, our customers, and the business are all key priorities.
2. Providing customer support to consumers via telephone and Internet, e.g. instant message, email.
3. Handling customer enquiries and resolving simple and basic support issues, such as address changes, processing orders, warranty or billing/payment queries.
4. You will be responsible for answering inbound customer queries and complaints with a ‘right first time’ approach.
5. Escalating more technical product-related issues to relevant product Support Departments.
6. You will also work with the customer to identify potential new products and ensure their package is right for them.
7. Having positive conversations about our product range is critical to this role so you must be a good conversation starter and be comfortable with speaking with our customers about our other products and services that would be of benefit to their business.
8. Working to resolve customer queries to a high standard, such as quality of the call, adherence to schedules, and average call handling times.
Where you’ll own it
You’ll own it in our Vibrant Gateshead Office. Our sites are hubs of activity, conversation, and openness. With inspiring, stylish workspaces we want people to feel excited to come and do their best work.
What you bring:
1. Customer service experience from any industry background (Financial Services, retail, healthcare, technology, university students, etc.)
2. Experience of working with customers, either face to face or over the phone.
3. Excellent communication skills are essential; whether it is amending details or fixing a problem, you will ensure our customers are kept informed and helped navigate their journey with us.
4. A passion for helping others and an ability to communicate with people on different levels.
5. A logical approach to resolving issues.
Added bonus if you have:
1. G.C.S.E in Mathematics and English
2. Microsoft Office knowledge
3. Ability to work productively to target timescales
4. Positive and logical approach to resolving customer issues
Schedule of work
Following your successful offer of employment, there will be an initial 12-week onsite classroom-based and on-the-job training period. Following the training, there is a Hybrid shift working pattern, with shifts of 7 hours between 08:00 and 18:00, working onsite for a minimum of 2 days per week of your 5 working days (Monday-Sunday).
What makes a Worldpayer
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic; every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. Worldpay offers a full training package and a great working environment in which to support the build and development of your career.
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