Inbound Customer Service Advisor - Helpdesk | Customer Experience | 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 Advisor’s to join our ever evolving team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About The Team Based at our Gateshead site, our Customer Service team play 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. Our 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. 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. Schedule of work Following your successful offer of employment: There will be an initial 10-week onsite classroom based and on the job training period. Following the training there is a Hybrid shift working pattern, working onsite for a minimum of 2 days per week of your 5 working days (Monday - Sunday) Shift patterns consist of 7 hours between 08.00 and 18.00 What You’ll Own 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. In return WorldPay offer a full training package and a great working environment in which to support the build and development of your career. Providing customer support to consumers via telephone and Internet, e.g instant message, email. Handling customer enquiries and resolving simple and basic support issues, such as address changes, processing orders, warranty or billing/payment queries. You will be responsible for answering inbound customer queries and complaints with a ‘right first time’ approach. Escalating more technical product-related issues to relevant product Support Departments. Working to surpass standard contact centre KPIs, you will take ownership of the customer call and aim to resolve any customer issues in a swift and timely fashion. You will also work with the customer to identify potential new products and ensure their package is right for them. 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. Updating customer information and ensuring accurate entry of contact information. Working to resolve customer queries to a high standard, such as quality of the call, adherence to schedules and average call handling times 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 Customer service experience any industry background (Financial Services, retail, healthcare, technology, university students etc) 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. Being an excellent communicator is essential, whether it is amending details or fixing a problem you will ensure are customers are kept informed and help navigate them on their journey with us. Have a passion for helping others and an ability to communicate with people on different levels. A logical approach to resolving issues. Experience of working with customers, either face to face or over the phone. Behaviours Overviews Curious – You ask the right questions, listening and learning to get better every day. Accountable – You never stand still, never settle. You work at pace to achieve your goals. Inclusive - You collaborate, encouraging others to perform at their best, always welcoming new perspectives. Added Bonus If You Have Computer literacy G.C.S.E in Mathematics and English Microsoft office knowledge Ability to work productively to target timescales Positive and logical approach to resolving customer queries and complaints Worldpay Perks - What We’ll Bring For You We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Global employee assistance program. Additional Benefits To Working At Worldpay Gateshead Office A top priority for our Worldpay employees is Wellness and we provide a robust Wellness benefit package There is Free onsite parking for all Worldpay employees as well as local public transport links Free daily fruit, coffee and teas and an onsite canteen (The Hub) Development and progression at Worldpay are key and we have several hours during the working month dedicated to this What Makes a Worldpayer At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers. Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up. Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. We can’t wait to hear from you. To find out more about working with us, find us on LinkedIn. Privacy Statement Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice. Sourcing Model Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. pridepass