Join Fiserv as a Merchant Customer Services Associate and as part of our EMEA Operations team, and springboard an exciting career within Fiserv, one of the world’s largest Financial Technology companies (‘FinTech’)

We will reward you with a highly competitive financial package, rewarding benefits and invest in you as our most important assets to ensure you have the skills, knowledge and training to deliver world class customer service to our growing pool of dynamic Merchant businesses

What is the role?

Merchant Customer Services Associate

We are currently seeking high caliber individuals to fulfil hugely exciting front-line roles interacting with our Merchant businesses. These new roles will be focused on supporting our merchants.

This new Operational Hub will complement our existing dedicated Customer Service centres located in UK, Germany & Poland & Ireland as we truly make our organisation the very best for client experience and satisfaction globally.

This exciting new role will carry direct responsibility for delivering world class customer service, technical support and experiences. You will be taking ownership of the Merchant business interactions, through telephone, e-mail or web chat based media, as determined by the Merchants’ preference and ease of communication

Role responsibilities include:

• Providing world class customer service and technical support.

• Communicating effectively with different types of Merchant businesses and at various levels within these businesses, ranging from a Sole Trader, Partner, Owner, CEO or fellow associates

• Demonstrating strong technical ability, mindset and skills – training will be provided on internal systems and our award winning Clover terminals

• Working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time.

• Being very comfortable working with computers and able to work with multiple systems, while learning and adapting to new ones.

• Recognising, understanding and delivering first point of contact resolution to a range of varying situations and Merchant needs to ensure we deliver the right solution the first time every time.

• Possessing a calm, clear and confident communication style with a sense of ownership and passion for delivering world class customer service at all times.

• Acting as an ambassador for the Fiserv brand in every interaction

• Liaising with internal departments where required, capturing clear and concise records of all interactions with Merchants

• Promoting completion of Merchant feedback surveys and where required transferring calls in a professional and competent manner to ensure seamless delivery of world class service by owning all interactions end-to-end

We will provide all requisite training to ensure adherence to relevant financial regulations and the skills to exceed defined monthly goals and objectives.

What do we offer?

• A highly competitive local salary

• Remote working

• 22 days holiday + bank holidays pro rata

• A clear and defined career path with global opportunities for development and progression

• Coaching, support, mentoring, training and development opportunities

• Competitive and highly rewarding incentives and benefits package, including health care

2 x shifts available

• 11:30 - 20:00, Monday - Friday

• 12:30 - 21:00, Monday - Friday

What skills do I need?

Fiserv is looking for highly focused, technically minded engaged, passionate, empowering and innovative individuals to join us.

You will need to be able to multi-tasking across multiple skills and love customer interactions and relationship building.

The below skills are additional pre-requisites;

• Exemplary customer service skills

• Technical mindset and comfortable using multiple systems.

• Quick thinking and resilience under pressure

• Previous Contact Centre experienced – (Preferred)

• A flexible can-do approach and attitude to evolving customer needs and activities

• Excellent verbal and written communication skills

• Enhanced listening skills and attention to detail

• Ownership and ability to take accountability

Do I need any additional interpersonal skills?

• Empathy - Being able to put yourself in the Merchant’s seat; every interaction will be different with some being more challenging than others

• Problem solving – This is vital for this position, whether it is collecting a payment, agreeing a payment plan, solving a technical problem or listening to a Merchant’s wider problems you will need to be able to think on your feet and act accordingly

• Organisation skills – Ensuring that you are well organised, understand the importance of punctuality, have great time management skills and can multi-task across multiple systems or platforms whilst maintaining a seamless communication with Merchants

• Communication – Able to listen, observe, acknowledge, empathise, understand and act on a variety of issues that a Merchant could have in a professional, friendly and positive manner