Customer Service Agent

Role Summary

We're looking for a Customer Service Agent to join our growing team based in Hull. Reporting to the Customer Services Team Leader, your main responsibility will be to manage day-to-day customer enquiries and aim for first-contact resolution.

You'll be part of a highly motivated, supportive team within a fast-growing business, working alongside colleagues who genuinely care about delivering a great customer experience.

Reporting details

Reporting into: Customer Services Team Leader

Working hours: 37.5 - Hours ranging from Monday-Sunday

Working location: Hull

Key Responsibilities

• Responding to customers' queries via telephone, email and online chat.
• Dealing with, but not limited to, billing enquiries, technical issues, swapping / ordering terminals, product logistics, ordering stock.
• Achieving your KPI's and SLA's to provide our customers with the highest level of customer service and support.
• Working on systems such as Salesforce, online telephony platforms and other software to support our customer base.

Competencies

• Previous experience in a customer service/ call centre role would be advantageous. Call centre experience is not mandatory.
• An interest in business and providing the highest level of customer service.
• A willingness to learn and be accountable for your success and development.
• Previous exposure to our operating systems would be an advantage but full training and support will be given.
• Good communication and listening skills.

Skill/Technical

• Troubleshooting and root cause analysis within a similar industry would be an advantage.
• Exposure to the products and systems we use would be an advantage. (PAX Store/Noetica/OCC/Salesforce/ODIN/Kibana)
• Ability to take ownership of customer cases/ escalations and handle through to resolution.
• Experience of working in a fast paced, business to business environment working successfully within SLA's and deadlines.

About You

• A keen interest in people, business, and technology.
• High level written, communication and listening skills are essential.
• Previous exposure to our operating systems would be an advantage.
• A passion for client outcomes.

What's in it for you?

You'll work with a collaborative team and join a fast-growth fintech where you'll get the chance to learn and develop, and if that's not enough, you also receive the following benefits.

• 25 days holiday per year
• Private Medical
• Life Assurance
• Cycle to work scheme
• Access to self-learning platform - Bookboon
• Income Protection
• Workplace Pension
• Employee Assistance Programme
  Educate, Discover & Inspire

At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.

Join us in creating a workplace that reflects the diverse world and customers we serve.