Job Description
Bilingual Customer Support Advocate (French and/or German) – 100% Remote (Anywhere in the UK)
Remote, UK
About us
We’re a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customer’s bank accounts. Our global payments network and technology platform take the pain out of getting paid for 70,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$30 billion of payments across more than 30 countries. We’re headquartered in the UK, with additional offices in Australia, France, Germany and the United States.
Join our award winning Customer Support team and go the extra mile to delight our customers!
We are an award winning Customer Support team and we pride ourselves on listening to our customers and doing everything we can to solve their problems. As a member of our Support team, you’ll work as part of a wider team of around 50 passionate individuals who work with our UK, European, Australian and North American customers to solve tough problems and provide world class service.
We’ve built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do the work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other’s continual professional growth.
The role
We’re looking for bilingual candidates who are fluent in English and French and/or English and German to join our Frontline Customer Support team. You will be primarily providing phone support to our UK, European, Australian and North American customers.
You will be the first point of contact for our customers regarding any/all queries; you will take ownership of the issue(s) and support our customers in the most efficient manner whilst consistently delivering world class customer service.
This is a permanent role and is completely remote; you could be based anywhere in the UK. The shift pattern is Monday to Friday from 9.00am to 6.00pm (40 hours per week).
We are a 24×7 operation and require our employees to demonstrate willingness to work on some bank holidays.
Please note:
* You will be paid right from the first day (i.e. paid training) and we provide all equipment (including a Macbook) that you would require to carry out your job.
* Whilst this role is completely remote, if successful, you will be required to come to the office (in London) on your start date (i.e. first day of employment) so that we can conduct the Right to Work’ checks in person and in accordance with the Government guidelines.
The ideal candidate
- you have a flawless command of English and can communicate with clarity
- you are fluent in French and/or German – this is essential for this role
- Ideally you are a native speaker in French and/or German, or
- At least C2 level of Proficiency in French and/or German
- previous experience of working in a similar role in a contact centre / customer support operations is highly desirable
- proven ability to handle high volume of calls and consistently meet targets
- previous experience of working with a complex and technical product highly desirable
- previous experience of working in a startup / scale up is highly desirable
- previous experience of working in a B2B environment is highly desirable
- previous experience of working remotely is desirable
- you learn quickly and are comfortable with complexity and a technical product
- you love helping people & enjoy working in a truly fast paced culture and thrive in small teams
- you are organised, reliable, diligent and attentive to detail
This remote role require you to have:
- a stable and noise free working environment conducive for serving our customers
- a stable WiFi connection and a backup
- able to work without any interruption to the service we provide