About the role
Job Overview:
Type: Full time
Location: Office based at The Deep Business Centre
Reward: Negotiable depending on experience.
In this role you will:
- Respond to APS customer queries in a timely and accurate way via chat, email and phone call support.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Update our internal databases with information about technical issues and useful discussions with customers.
- Monitor customer complaints and reach out to provide assistance.
- Work cross-functionally to share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their issues are resolved.
- Gather customer feedback
- Understanding of service technology for fielding customer requests.
- Expand your knowledge of APS's hardware and software weekly through professional development time, trainings, knowledge base articles, and the experience gained from performing the role
- Will be required to attend events and meeting in the UK on behalf of APS and/or it's parent company
We are looking for somebody with:
- Strong communications skills specifically on the phone and in writing.
- An expert communicator in both small-talk & high-pressure moments.
- Must thrive in dynamic environments. Driven to grow and take on new responsibilities.
- True team player. Open to accepting feedback to ensure the team’s success.
- Strong attention to detail, organisation skills, with an ability to stay focused on assigned tasks.
- Flexibility - We are disrupting an industry so changes to traditional processes should be expected.
Desirable, but not essential:
- Salesforce CRM experience
- Knowledge on programming and scripting languages such as PHP, .Net Core, jQuery, AJAX
- Knowledge and understanding of both Linux and Windows environments
- Full UK drivers license
How to apply:
Email your cover letter and CV to: careers@absolutepayments.com
What we expect from you:
Technical knowledge
APS Customer Experience Agents are strategic thinkers that understand the big picture of where the organisation is going and how all the different parts are interconnected.
Tenacity
As a APS Customer Experience Agent, tenacity is required to get the job done thoroughly and accurately.
High-level professionalism
As a customer service professional, an APS Customer Experience Agent needs to be familiar with technical and industry knowledge in order to help customers make informed decisions and troubleshoot any issues. Agents should be up-to-date on all product processes, product and service usage, and company policies.
Positive attitude
For APS Customer Experience Agents a positive attitude keeps everyone trying new things, feeling brave about brainstorming new ideas, and makes people feel excited to go to work with their co-workers.
Disclaimer:
Absolute Payment Solutions is committed to the principle of equal employment opportunity for all employees, and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Absolute Payment Solutions are without regard to race, color, age, religion or belief, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Absolute Payment Solutions has a zero-tolerance policy against discrimination or harassment based on any of these characteristics. This includes recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.