Customer Success Specialist

Total System Services; Stockport; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading payment solutions provider in Stockport seeks a dedicated Customer Success Manager. The role involves managing the call quality of agents, supporting new starters, and enhancing customer service delivery by taking calls and managing multiple workstreams. Ideal applicants should have proactive customer service experience, the ability to maintain composure in a fast-paced environment, and a positive attitude. Competitive salary and opportunities for training and career development are offered.

Benefits

Excellent Basic Salary

Competitive Commission Structure

In-depth Training and Development

On-site Parking

Company Events and Incentives

Qualifications

• Must have passed probation within the current role.
• Achieving monthly KPI targets.
• No disciplinary actions or ongoing HR issues.
• Enthusiastic and committed to customer service.
• Ability to manage multiple workstreams.

Responsibilities

• Completing call quality assessments and providing feedback.
• Supporting new starters through live listening.
• Managing breaks and lunch rotas efficiently.
• Delivering customer success induction training when needed.
• Taking calls and supporting the Customer Success Team.

Skills

Customer Service

Time Management

Adaptability

Positive Attitude

Team Management

Job description

Overview

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Benefits

• Excellent Basic Salary of £26,000
• Competitive Commission structure
• Our offices are minutes away from all public transport links and on-site parking.
• In depth Training and Development with the opportunity to progress your career
• Incredible events and incentives including half yearly 5-star events, and the chance to go to Portugal.
• 40-hour week with shifts between Mon – Fri 8am – 7pm, Saturdays 8-6pm

Requirements

• Must have passed your probation within your current role.
• Must be achieving target on your monthly KPI’s.
• Must not have had any disciplinaries or have an ongoing HR issues.
• Must be Tier 2 trained.
• Enthusiastic and committed to deliver a high level of Customer Service.
• Ability to manage own time and the ability to adapt quickly to processes.
• Must have a positive can-do attitude, be punctual and dependable.
• Ability to manage your own time.
• Ability to manage multiple workstreams.
• Ability to remain calm and professional in a pressurised call centre environment.
• Be adaptable and flexible as plans can suddenly change depending on department needs.

Responsibilities

• Completing call quality on specific agents alongside feedback and coaching.
• Supporting our new starters on the graduation bay via live listening and floorwalking.
• NPS detractors and customers complaint to-dos to be owned and actioned by you.
• Work, delegate, and allocate out the CSM to-do pot between the managers, yourself and agents.
• Responsible for the management of the breaks and lunch rota to ensure it runs on time and has minimal impact on service level.
• In the absence of the learning and development manager you may be asked to deliver certain elements of the customer success induction training.
• In the absence of the learning and development manager you may be asked run the new starter graduation bay which will include delivering certain aspects of the customer success induction training.
• Weekend cover (Rota will be done in advance and this will only be 1 day out of a weekend. You will then be given a rest day within the week leading up to it)
• Reporting trends / root cause and potential process improvements to your manager each month which should reduce call volumes or enhance our customers journey with takepayments.
• You will continue to take calls to support the department, this will be 70% of your working day (depending what workstreams you have been allocated)
• Support the Customer Success Team with increasing their earnings through having meaningful conversations with customers that result in referrals for new businesses, business funding, websites and additional products.
• Support on the manager escalation line by taking customer calls with an aim to prevent a complaint and resolve their issue first time.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs at globalpay dot com.