Customer Care Analysts

Customer Care Analysts

Customer Care Analysts

 

Customer Care Analysts ensure that our customers, which manages some of the world’s leading cards and payments programmes, benefit from the highest levels of Customer support and expertise in their extensive use of our clients platform and services    

Key responsibilities include, but are not limited to:

 

Being a named point of contact/ownership of service for a group of Strategic customers as well as part of a team supporting all customers on a pool basis 

Proactive identification and resolution of customer impacting issues. 

Single point of accountability providing end to end ownership to drive successful and timely customer focussed outcomes

Detailed understanding of the customers business (products, customer journeys, volumes) and needs

Mentoring less experienced members of the team

Being an escalation point or thought partner in the resolution of issues

Providing analysis on card/transaction data 

Understanding, following and adhering to defined incident management procedures and communication plans. Contributing to continuous improvement of the Incident Management process

Appropriate escalation of issues, providing clear and factual information to investigate effectively

The role offers multiple exciting career progression paths within our company including: Technical Support, Account Management, Testing and Project delivery. 

 

Skills, Ability and Experience 

 

Essential

A track record of success in a B2B customer facing service role, preferably in cards, payments, technology or a similar sector 

An understanding of transaction processing systems, electronic Point of Sale and ATMs 

Keen attention to detail

A strong sense of urgency and prioritisation 

Excellent oral and written communication skills in English

Ability to perform both within a team and autonomously

Experience in office software applications such as Word, Excel, email and browsers

Experience with working with internal teams overseas and locally to drive resolutions

Working in a fast paced environment  

Have a genuine passion for technology

Desirable

Experience with the following:

Monitoring tools and dashboards 

JIRA Service Management/Confluence

Experience of working in a high-octane environment where customer service is time critical and has a direct effect on the bottom line

Speaking another language 

 

 

Type: Permanent

Start Date: ASAP

London/ home £35 - £45k and benefits


To apply for the position above, please complete and submit the form below and a member of our team will be in touch as soon as possible.

Application Form