PayPoint - Careers
Senior Customer Service Adviser
Welwyn Garden City

Main Purpose of Role:
  • Handling inbound and outbound calls in a 1st and 2nd line contact centre/technical helpdesk hybrid, dealing with calls predominantly from PayPoint agents
  • Dealing with telephone enquiries and completing diagnostics aiming for first call resolution every time
  • Prioritising workload effectively, achieving agreed KPI’s (Key Performance Indicators) and objectives consistently, liaising with other departments as necessary and maintaining an up to date knowledge of our products and procedures
  • Following technical diagnostic guidelines to ensure best resolution for all parties
  • Working within retail operations guidelines to manage all agent account needs from sign up to decommission
  • Acting on own initiative to implement best practice for our customers
  • Handling escalations from the contact centre team, being the link between the advisors and the management team
  • Management of complaints, queries and issues from internal/external colleagues, customers, agents and clients
  • Reporting on various systems and services to various areas of the business and some clients
Principal Responsibilities:
  • To deliver excellent customer service to all PayPoint customers internal and external
  • To take ownership of calls providing the best resolutions for all parties
  • Effectively deal with a range of queries across a wide spectrum of products, services, schemes, systems and procedures
  • Provide support to the Contact Centre team by handling escalations, coaching and assisting with queries
  • Managing multimedia work streams via voice, email and audio message
  • Achieve team service level of answering 90% of all inbound calls
  • Adherence to shift/break times to maximise productivity
  • Attending meetings across the business as required
  • Providing management cover and leadership in the absence of the contact centre management team
  • Liaise with various departments and clients to complete tasks aiming for first call resolution
  • Working to achieve a 90% inbound service level whilst maintaining outbound work streams and additional projects are on course
Qualifications and Experience Required:
  • Good working knowledge of PayPoint systems, products and services
  • Experience of working within a fast paced technical environment
  • Excellent customer service and service delivery skills
  • Computer literate, with good working knowledge of all Microsoft programs
  • Sound typing skills and attention to detail
  • Relationship management capability (internal/external)
  • Used to working under pressure in a busy environment
  • Good problem solving ability
Person Specification:
  • Somebody who leads by example and
  • A well-organised individual who is self-motivated and confident and can work well when under pressure
  • Someone who possesses a flexible approach to work and welcomes and adapts easily to change
  • A team player who is able to take the initiative when needed
  • Someone who works well without close supervision after full training
  • Ability to work within set guidelines and follow procedures
  • Highly effective communications skills
  • A good listener who can quickly identify the issue and provide accurate guidance on its resolution
  • Excellent interpersonal skills
  • Someone who is able to react quickly and efficiently to a situation that requires an urgent response
  • Someone who is able to effectively deal with confrontation to calm a situation

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