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Trust Payments has an exciting opportunity for a Client Support Agent to join their team.

Location: Bromley, BR1 1DE, (Hybrid)Salary: Competitive + Benefits

Job Type: Full Time, Permanent, Shift-based

About Us:

Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights.

We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services.

Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change.

We have a passionate, collaborative, and diverse culture that recognises that every employee contributes to our business success.

Client Support Agent - The Role:

The Client Support Agent will be part of the Global Client Support team and will provide first line assistance to our customers, always practicing excellent customer service, via phone and in writing.

Client Support Agent – Key Responsibilities:

- Participate and complete 8-to-10-week training programme in readiness for the role at our Bromley office

- Contribute to the 24/7 support model on a rotational basis with the team, including the ability to work shift patterns

- The Team use Zendesk as their workflow management system, which queues calls chats and tickets for the team to respond to

- Manage customers' accounts

- Record details of inquiries, comments and details of action taken via the Zendesk tool

- Manage customers' accounts – Including retention and cross selling/up selling

- Help customers with user management related queries with all our customer facing portals, as well as assisting merchants with navigating

- Record details of inquiries, comments and details of action taken via the Zendesk tool

- Dealing with customer escalations

- Liaising with Acquirers to complete alternative acquirer onboardings

Client Support Agent – You:

- 2+ years of experience of working for a Payments or Fintech company in a customer orientated support role

- 2+ years of dealing with customers on the phone and via email within a previous payment support role Strong customer orientation

- Strong knowledge of Payment system capabilities and features

- Experience of working in an ITIL environment

- Dealing with customers on the phone and via email

- Handling difficult situations over the phone with customers

- Managing a busy workload in a fast-paced environment

- Experience of using Zendesk or similar ITSM tool

- Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, Data handling and Record keeping

Client Support Agent – Benefits:

- Be part of a dynamic, market-leading Fintech experiencing rapid growth

- Flexible work arrangements tailored to role requirements and business needs

- Comprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aiders

- Extensive leave provisions, encompassing annual, volunteering, and birthday allowances

- Progressive family-oriented policies and benefits, including Maternity, Paternity and Adoption leave

- Robust compensation package, including pension scheme, healthcare plans, and life assurance

- Regular corporate events fostering team cohesion and company culture

- Diverse company culture and global working environment

- Continuous professional development and career advancement opportunities

- Offer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. 

Additional Information:

Trust Payments is an Equal Opportunities EmployerWe are a growing business with an aspiration to create a truly inclusive working environment, where each employee can reach their full potential.  We celebrate the differences that exist within our teams. We encourage our people to bring their own opinions and thoughts to work, to be authentic and help us to innovate. We do this by embracing people as individuals, and appreciating that what works for one person, doesn’t work for everyone.

We are committed to equal employment opportunity for all, regardless of race, heritage, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.If you require reasonable adjustments to be made to enable you to apply for a role with us,  or wish to provide feedback about the accessibility of this website, please contact the Talent Acquisition Team.

To submit your CV for this Client Support Agent opportunity, please click ‘Apply’ now