Customer Service Advisor - Nights

Xplor; Newcastle upon Tyne; On-site; GBP 26,000 - 34,000; Full time

Job summary

Xplor UK is seeking a Customer Support Agent for the Global Operations Contact Centre. You will be the first point of contact for fitness and wellbeing customers worldwide, handling calls, emails and chats and helping them with their service contracts.

This UK-based night-shift role runs four nights per week from 10pm to 9am, with a rotating Friday off every three weeks. Training will be provided and you will join a customer‑centric team that values problem solving and lasting relationships.

Qualifications

• Excellent communication with stakeholders via phone, email, and face-to-face in a clear, caring, concise and professional manner.
• Active listening, patience and empathy to build positive relationships with consumers and colleagues.
• Strong problem-solving with the ability to identify details through a rational process and resolve.
• Attention to detail and ability to document issues clearly.
• Able to work in a team and meet SLAs in a fast-paced environment.
• Willingness to go the extra mile when needed.

Responsibilities

• Answer calls, emails and chats with a high level of customer service and high first-time resolution rate.
• Manage telephone and email communications related to service contracts.
• Resolve first-line queries related to accounts, payments, and contracts.
• Report complex issues and upscale where necessary.
• Engage with consumers regarding overdue balances and collections per policies.
• Identify, progress chase and resolve queries using the query management system.

Skills

Communication

Active listening

Problem solving

Attention to detail

Team player

Fast-paced

Willingness to go extra mile

Job description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees.

We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed.So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

You’ll join our Global Operations Contact Centre as the first point of contact for our fitness and wellbeing consumers – that's individual members of gyms, leisure centres and fitness studios (our customers) around the world. This helps our customers to focus on what they do best – engaging with members and growing their business. Our people act as an extension of our customers’ teams, with industry leading technology, payment capabilities and value-added services.

Our support team is core to our success as a global business, and we want to be role models for our customers. You will be the first point of contact for our customers and the voice of our trusted brand.

While your role is UK based, the consumers you’ll serve are based in Australia and New Zealand, so you’ll need cultural awareness of language and interactions which may differ from the UK. Training will be provided; we simply ask that you are willing to learn and able to flex your style and tone for this region.

You will love this role if you are motivated by helping others. We are looking for someone who loves solving problems and creating lasting customer relationships. This is a great opportunity if you want to join a customer-centric team and play a central role in our success.

Reporting into a Contact Support Team Leader, you’ll serve consumers by:

Consumer Services

• Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first-time resolution rate
• Manage telephone and email communication from clients and their customers in relation to their service contracts with us
• Resolve first line customer queries relating to their accounts associated to payment contracts and contractual relationships
• Report any complex issues raised by consumers and/or customers, and upscale where necessary
• Engage with consumers regarding overdue balances and the collection of those in line with relevant Collections policies, maintaining individual areas within the system’s ledger by telephone and written correspondence
• Identification, progress chasing and resolution of queries utilising the query management system

Administration

• Record all activity associated with any communication in the related Administration system
• Accurately update internal and external systems and tools as required
• Follow defined scripts or directions around support or payment negotiation as defined from time to time

Thenight shift scheduleconsists of4 nights per week, between10pm and 9am, with each shift not exceeding9½ hours. Team members follow a 4-week rotation, which means everyone enjoys aFriday off every third week, creating longer weekends and improved work-life balance.

Qualifications

What does it mean to work for Xplor?

• Excellent communication skills - The ability to liaise with Stakeholders on a day-to-day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner
• Possess active listening skills, patience and empathy Proficient ability to build positive working relationships with consumers and colleagues
• Problem solving skills, with the ability to identify exact details of a problem through a rational process and take steps to ensure a successful resolution
• Attention to detail, able to document details of issues clearly in a concise understandable manner
• Ability to work in a team where you can meet service level agreements (SLAs)
• Motivated by a fast-paced environment
• You’re a true team player with a willingness to go the extra mile when needed

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [emailprotected] .

More about us

More than 130,000 businesses in 72+ countries rely onXplorto run their day and get paid, processing over $47 billion in payments annually.Ourconnected ecosystemhelps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplorisbacked by world-class investorsAdvent International, Battery Ventures,and Silver Lake.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions.Find our Candidate AI Usage guidelines here .

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

We make it a priority to respond to every applicant.