Sales / Customer Support & Help Desk Agent
Viva
Milton Keynes, England, United Kingdom
4d ago

Position summary

As a member of the Client Acquisition Team in Viva Wallet, you will be responsible for supporting Customer Onboarding (i.

e. payment and order completion steps, follow-up account identification, wallet creation follow-up to POS activation) as well as support needs of field sales team in relation to prospective clients.

In parallel, you will also be the eyes and hands of the IT helpdesk which located in the company's HQ. Certain hardware failures / reconfigurations might require on-

site visual inspection or some kind of manual operation (e.g. migrate workstation connectivity to another switch port). Additionally, in case of hardware failure, you will need to facilitate the communication between IT helpdesk and local hardware vendors in order to request on-

site support. The goal is to assist remote IT helpdesk where issues might arise that built-in systems redundancy cannot handle transparently.

Working as part of a small, well trained and fully supported team of agents, enabled with cutting edge contact centre technology and in depth management team knowledge and supporting highly competitive and innovative products / services in the financial sector you will enjoy a high end base salary, pension and a variety of benefits.

This is a fast growing, PE backed, highly ambitious financial products and services group that offer a stable far reaching career path in an inclusive team work based progress environment

About Viva Wallet . Viva Wallet provides innovative acquiring and issuing services to businesses of any size, based on their individual needs.

The company was founded in 2010 and has presence in the UK, Belgium, Romania, Greece, Cyprus. It is an entirely cloud-based licensed e-

money institution for the provision of payment services in the 31 countries of the European Economic Area (EEA-31) and Principal Member of MasterCard and Visa for issuing and acquiring and a partner to leading global companies, such as Microsoft, Alipay, and PAX.

More specifically, as Sales / Customer Support you will :

  • Handle the processing of all orders with accuracy and timeliness;
  • Processing new sales leads as necessary;
  • Provide assistance for customer orders, account statuses and POS activation, using our CRM systems and tools;
  • Acknowledging customers by responding to emails, and performing outbound phone calls, in order to complete customer’s onboarding process
  • Proactively identify and resolve potential problems during onboarding process; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
  • expediting correction or adjustment; following up to ensure resolution;
  • Troubleshot POS, account verification, payment gateway and various other card processing applications;
  • Provide support, data and guides to help the sales team;
  • Handle customer complaints by providing appropriate solutions and alternatives within the time limits;
  • Attempt to persuade customer to reconsider order cancellation;
  • Document all interactions and case details within the customer tracking database, including a detailed description of the issue and any resolutions recommended;
  • Escalate unresolved issues as required while maintaining ownership of issues through resolution;
  • Follow communication procedures, guidelines and policies;
  • Develop and maintain professional relationship with colleagues and stakeholders to provide exceptional customer care services.
  • For Help Desk

  • Serve as the first point of contact for IT helpdesk seeking on-site assistance in troubleshooting;
  • Provide accurate information in cases failures are not remotely resolvable;
  • Execute predetermined procedures to assist IT helpdesk handle equipment failures;
  • Communicate with hardware vendors and request on-site support;
  • Requirements

    To be considered, you should have :

    For customer / sales support

  • Successful experience in Customer care / 1st level Help Desk / Complain Handling;
  • Analytic technical skills (specifically in POS, Wallet, IBAN) with the ability to resolve issues and drive results;
  • Ability to understand simple financial products / services features;
  • Experience in working with any major Contact Centre platform (Genesys, Avaya, Altitude);
  • Experience in working with Customer Relationship Management (CRM) systems;
  • Resilient and persistent, able to handle pressure;
  • Motivated to succeed;
  • Excellent use of the English language;
  • For Help Desk

  • Tech savvy with working knowledge of basic networking (cabling / switching);
  • Good understanding of computer systems, mobile devices and other tech products;
  • Ability to diagnose and resolve basic technical issues;
  • BSc / BA in IT, Computer Science or relevant field will be appreciated;
  • What’s in it for you?

    At Viva Wallet, we believe an open, transparent working environment that actively promotes ingenuity and team work. You’ll be joining a team of highly experienced, innovative and dedicated people enabled with cutting edge contact centre technology.

    You will be fully trained and continuously supported. We are a stable, fast growing and highly ambitious group and the opportunities to learn new skills and develop in your career and grow and as we grow are almost endless.

    What’s on offer

    Salary : £23,500.00 per year

    Performance Bonus : 10% of annual salary

    Holidays : 22 days

    Pension : scheme : 5% employer matched

    Hours : 9 am 5 pm Monday Friday

    Location; Milton Keynes

    Benefits : Access to a variety of voluntary benefit options

    Contract type : Permanent following probation period

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