Customer Service Executive

Industry: Financial Services
Employment type: Full-time
Location: Hedge End, Southampton, Hampshire
Job function: Customer Service Executive

This is an exciting opportunity to join the team at NetPay, the business bringing revolution to the UK card payments industry focusing on system innovation and service excellence delivering card payment solutions.

Position Summary

To support our resellers and merchants to ensure they get the best customer experience possible when provisioning our services including online and offline card payments, payment terminals and merchant accounts. This role will involve taking ownership of new service requests working with our customers, our banking and lease partners to ensure a smooth flow of information to deliver our services quickly, within customer deadlines and achieving internal and external KPI’s and SLA’s. We are looking for an individual that is passionate about customer service and delivering and exceeding customer expectations. The type of person we are looking for will have had previous experience working within a Customer Service team although this doesn’t necessarily have to have been within a business who provided card payment services and has the desire and ambition to be successful and progress within our company as we continue to grow. Experience in financial services experience is advantageous.

Job Description

  • Be the first point of contact for new and existing customers taking ownership of their requests.
  • Liaise with our resellers, merchants and colleagues internally to ensure we capture all the necessary information to process new service requests.
  • Processing and recording any correspondence received by post and email.
  • Working with our partners including banks and lease providers providing them with the information required to establish services on behalf of our resellers and merchants.
  • Managing orders from initial request through to go live.
  • Updating our internal systems through the stages of order, keeping our customers informed at every stage.
  • Responding to specific requests regarding the services and working with customers to bring any issues to an effective resolve (excluding technical support).
  • Working within the internal and external KPI’s and SLA’s to ensure the best experience for our customers.
  • Talking with customers on the phone as required providing updates and answering any queries that may arise.
  • Communicate and co-ordinate with colleagues and other teams in the business to ensure we deliver upon our customers’ expectations.
  • Support in life changes to existing agreements and offer additional products that will benefit the customer.

Knowledge and Skills

  • Passionate about delivering the best customer experience possible.
  • Ability to take ownership of customer requests and work with colleagues and other departments to ensure we deliver upon our customers’ requirements and expectations.
  • Excellent listening and communication skills, able to communicate with people at all levels.
  • Well-structured and organised, able to prioritise work.
  • Has an eye for detail and able to adapt to a regular company and industry updates.

Key Competencies and Behaviours

  • Strategic Thinking – Considers the longer-term impact of day to day decisions. Considers the requirements and goals of the business when prioritising day to day work and projects.
  • Accountability – Takes ownership of issues to get resolutions that benefit the business.
  • Problem Solving and Analysis – Works on problems of diverse scope where analysis is required. Demonstrates good judgement in selecting methods and techniques in obtaining solutions.
  • Teamwork and Collaboration – High sense of ownership and urgency to get the job done and deliver upon the objectives and goals of the business.
  • Customer Focus – Makes and meets internal customer commitments understanding that their requirements are what drive those of the business and keep the doors open and the lights on.

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