Customer Support Representative

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Customer Support Representative

Job Description

​Cayan is a recognized leader in payment acceptance solutions and merchant services.
The person in this position will work in a team environment to support our US customers with service, billing and technical issues. The role requires a focus on delivering an exceptional customer experience to our clients. Contacts will be primarily by telephone, but also via email and web chat. 

Cayan will be hiring a number of CSRs over the coming months. This position will be a 6 week shift rotation between the hours of 11am and 11pm. Typical start times are 1pm, 2pm & 3pm. This role will include weekends. 

Duties and Responsibilities

  • To uphold Cayan’s stated goal of providing world class service to all clients via telephone, email and web chat.
  • Notate all merchant interactions accurately (phone, email, fax) on internal ticketing system, ensuring adherence to data protection regulations.
  • Respond to merchant or internal queries according to standard process flow, escalation procedures, within expected timeframe.
  • Maintain knowledge of important updates, policy changes and other communication from management using available training and resources.
  • Support the team in delivering the best service by meeting all key performance indicators and service level agreements.
  • Take responsibility for personal development utillising feedback received through coaching, training and developmental opportunities.  Be receptive to actions suggested for improvement.
  • Have a positive input in process improvement initiatives
  • Work on other adhoc tasks as delegated by Team Leaders and Managers as required

The Person

  • Must be able to demonstrate the following;
  • Excellent communication skills, both verbal and written
  • Ability to operate comfortably within a challenging and fast-paced environment; be able to adopt focus to meet changing priorities.
  • Ability to diffuse conflict situations to prevent escalation.
  • Ability to adapt to changing technologies, processes and environments.
  • Excellent analytical, troubleshooting and decision making skills.
  • Self-motivated, determined, and professional with a willingness to learn new concepts, products and systems quickly.
  • Must be a team player who is engaged with management and colleagues to ensure organisational objectives are achieved.

Essential Criteria

  • Proven record of delivering outstanding customer service and meeting set targets in a fast paced environment.
  • Working knowledge of Microsoft Office packages and ability to quickly learn our bespoke in house system.
  • GCSE English and Mathematics at Grade A-C or equivalent.
  • Ability to work on own initiative and within a team environment
  • Excellent interpersonal and telephone skills

Desirable Criteria:

  • Experience in a technical support role
  • Previous experience in a helpdesk environment
  • Previous experience in a regulatory environment

About Cayan

Cayan is a recognized leader in payment acceptance solutions. The company enables merchants, agents, POS developers and Value Added Resellers (VARs) to achieve strategic business advantage through the delivery of current and emerging payment, offer and program solutions and merchant services that dramatically enhance the merchant-customer experience. Cayan is one of the fastest growing and innovative payment solutions companies in North America. For more information about Cayan, please visit www.cayan.com
We are an Equal Opportunities Employer. We aim to provide equality of opportunity to all persons regardless of their religious belief; political opinion; sex; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.
We do not discriminate against our job applicants or employees on any of the grounds listed above. We aim to select the best person for the job and all recruitment decisions will be made objectively.

 

We are an Equal Opportunities Employer. We aim to provide equality of opportunity to all persons regardless of their religious belief; political opinion; sex; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment. We do not discriminate against our job applicants or employees on any of the grounds listed above. We aim to select the best person for the job and all recruitment decisions will be made objectively.