Established in 1996, we are a leading payments company based in Welwyn Garden City, Hertfordshire.
We manage almost £15 billion worth of transactions every year.
Working with over 6,000 organisations.
We have a network of over 35,000 retail outlets in the UK, Ireland and Romania.
Our contact centre is our first point of contact for all of our retailers. We’re passionate about customer service and serve our network to resolve any queries our retailers may have. We might not be able to fix everything within the contact centre and sometimes need to refer to other teams in PayPoint to resolve the issue.
ROLE AND RESPONSIBILITIES
To be the first touch point for customer telephone queries and be a brand ambassador for PayPoint
Providing best in class service to our customers both in an inbound and outbound contact centre environment
Supporting our customers by answering telephone enquiries and helping resolve issues (non-technical and basic technical)
Understand our customer vision and contribute to the success of department objectives by achieving agreed targets
QUALIFICATIONS AND EXPERIENCE REQUIRED
Excellent customer service skills and customer centric behaviours (achieved through working in a contact centre environment or a customer facing role or demonstrable passion towards customer)
Good working knowledge of Microsoft suite (Word, Excel, Outlook) and ability to multi-task
Experience of working in a process driven environment and dealing with difficult customers
An individual who is passionate about customer service and thrives on resolving issues
Fast learner and one who is flexible to changing business priorities
Good verbal and written English skills
Ability to speak at least one additional language (Hindi, Punjabi, Gujarathi or Tamil)
A good listener who can quickly identify the issue and provide accurate guidance on its resolution
Ability to work within set guidelines and follow procedures
WORKING PATTERN Being customer focused is at the heart of what we do. Our customers serve their communities 365 days a year, often opening early in the morning and working late into the night. The contact centre is there to support them with any queries they may have and to do this we operate a rolling shift pattern.
The Contact Centre is open 365 days a year and some Bank Holiday working will be expected. Our opening hours are: • 0800-2000 Mon-Fri, • 0800-1800 Saturday • 1000-1600 Sunday
The shift pattern for this role includes one in three Saturdays.