PayPoint - Careers
Customer Service Adviser-EPOS
Welwyn Garden City
7/2/2017

WHO WE ARE
  • 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
 
PERSON SPECIFICATION
  • 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. 

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