Description
This is a hybrid role with 3 days working from our office based in Dublin city centre and 2 days working from home.
· Job Description
What Part Will You Play?
· Responsible for contacting newly boarded customers via phone and email as part of the welcome process.
· Responsible for monitoring customer progress in their first 30 - 90 days, ensuring successful first transactions.
· Identifies common early stage issues and liaises with relevant departments to implement solutions.
· Manages customer relationships and expectations.
· Maintains customer records, in accordance with company policies, to include call notes, scheduled customer interactions, contact information, and other relevant customer information in the CRM.
· Develops knowledge of current product/service portfolio as well as changes and developments within the payments industry.
· Conduct scheduled follow ups and offer support or troubleshooting.
· Additional ad hoc duties when required.
Preferred Qualifications
· Excellent phone manner and communication skills
· Previous experience in a customer facing or account management role is a plus
· Technical skills, ideally with virtual terminals, eCommerce platforms and Point of sale systems
· Experience in a customer facing role within ecommerce, payments or fintech industries
Desired Skills and Capabilities
· Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
· Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
· Decision Maker - Advanced ability to be an effective problem solver and act quickly to resolve issues
· Soft Skills - Proficient in Microsoft office, specifically excel. Previous experience with Google Sheets also preferred
· Communication - Effective listener and communicator who is able to establish long lasting customer relationships
Benefits
25 days annual leave
Private health insurance through VHI healthcare
Pension scheme with company contributions up to 7%
Stock purchase options available
Bike to work scheme
