Customer Service Agent

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DNA Payments Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💳 Fintech

🛍️ eCommerce

💰 Venture Round on 2021-06

Fintech • eCommerce

DNA Payments Group is a company specializing in providing comprehensive payment solutions for businesses. They offer a wide array of payment services including card machines, mobile and portable payment terminals, online payments, and ePOS systems. Their solutions are designed to offer flexibility and security, supporting major payment methods such as Apple Pay and PayPal. DNA Payments caters to various sectors including hospitality, eCommerce, and food & beverage, offering solutions for in-store, online, and on-the-go transactions. Their Merchant Portal enables businesses to manage payments with real-time insights and custom branding options. DNA Payments pride themselves on quick onboarding and minimal documentation requirements, ensuring a seamless experience for their over 65,000 customers. The company is authorized by the Financial Conduct Authority in the UK and processes substantial payment volumes monthly, positioning itself as a leader in the payment solutions industry.

📋 Description

• Provide first-line support to customers via telephone, email, and online chat. • Diagnose, troubleshoot, and resolve a range of technical and operational issues, aiming for first-contact resolution wherever possible. • Manage customer enquiries relating to billing, payment terminals, connectivity issues, software functionality, product logistics, stock orders, and terminal replacements. • Conduct root cause analysis and escalate complex issues to relevant teams when required. • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions within CRM and support systems. • Meet agreed KPIs and SLAs to ensure a consistently high standard of customer support and service delivery. • Utilise platforms such as Salesforce, telephony systems, and other internal tools to effectively support customers and manage cases. • Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

🎯 Requirements

• Previous experience within a technical support, customer service, helpdesk, or contact centre environment would be advantageous. • Strong problem-solving skills with the ability to investigate and resolve customer issues efficiently. • A genuine interest in technology and delivering excellent customer experiences. • Ability to communicate technical information clearly and professionally to customers with varying levels of technical knowledge. • Self-motivated, accountable, and committed to personal development and continuous learning. • Experience using CRM systems and support platforms would be beneficial; however, full training will be provided. • Demonstrated excellent organisational and time-management skills in a fully remote working environment. • Experience with troubleshooting, fault diagnosis, and root cause analysis would be advantageous. • Exposure to payment technology, telecommunications, software support, or a similar technical environment would be beneficial.

🏖️ 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 • Incentive plans which are available after completion of probationary period.