Customer Care Consultant - Europe

Location

Remote - Europe

The Company

Founded in June 2017, ConnexPay is a payments company creating game-changing technology that is transforming modern e-commerce. As an innovative financial technology and payments company, ConnexPay offers combined payment acceptance and issuance processes inside a single solution to enterprise corporations that provide intermediary services (i.e., online travel agencies, online marketplaces, e-commerce brokers, etc.). The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, ConnexPay is poised to become the industry leader in payments for industries historically viewed as high-risk to payment providers and sponsor banks.

In October 2022, ConnexPay announced a Series C funding led by FTV Capital, a sector-focused growth equity investor with more than two decades of experience in payments and financial services. This investment brings ConnexPay’s total funds raised to $145 million.

ConnexPay is proud of our culture, where we focus on employee engagement and customer satisfaction. Here our people feel comfortable voicing their opinions, which helps us build a safe environment for all. We are customer focused and truly believe that behaviors drive our culture — and our culture drives our results — always working as one team to win.

We are currently seeking an exceptional Customer Care Consultant to join our dedicated and expanding global team. In this pivotal role, the candidate will play a crucial part in our customer satisfaction efforts by actively engaging with our valued customers daily. The primary responsibilities will include researching and promptly responding to customer inquiries, effectively troubleshooting any issues that arise, and utilizing strong organizational skills to provide exceptional and personalized account support.

As a key member of our team, the Customer Care Consultant will have the opportunity to contribute to the growth and success of our European operations. We envision this position as a vital steppingstone toward a leadership role within our European team, contingent upon the candidate's exemplary results and performance. This presents a unique opportunity for the right individual to make a significant impact on our organization while advancing their own career within our expanding company.

The successful candidate will possess excellent communication skills, both written and verbal, to ensure effective interaction with customers across different channels. Additionally, strong problem-solving abilities and a customer-centric mindset are essential to deliver optimal solutions and maintain our high standards of service. Fluency in multiple languages, particularly Spanish or Italian, would be highly advantageous, given our increasing customer base in Europe.

By joining our team, the chosen candidate will become part of a supportive and collaborative work environment that values innovation and growth. We offer comprehensive training programs, ongoing professional development opportunities, and a clear career progression path within our organization.

If you are a motivated and customer-focused individual seeking an exciting opportunity to contribute to our global team and aspire to take on a leadership role within our European operations, we invite you to apply for the position of Customer Care Consultant. Join us in our journey to provide exceptional customer experiences and drive the continued success of our company.

Key Responsibilities

• Customer Support: Handle incoming customer inquiries. Assist customers in resolving product-related issues, answering questions, and providing appropriate solutions.
• Issue Resolution: Investigate and troubleshoot customer problems, identify root causes, and take necessary steps to resolve issues. Escalate complex problems to the appropriate teams or departments for further assistance and follow-up.
• Product Knowledge: Develop a deep understanding of our products, services and policies. Stay up to date with product updates and changes to provide accurate information to customers.
• Customer Engagement: Build rapport and maintain positive relationships with customers. Engage in active listening to understand their needs and concerns effectively. Provide personalized assistance and recommendations based on customer requirements.
• Complaint Handling: Handle customer complaints with empathy and professionalism. Work towards finding mutually beneficial resolutions and ensuring customer satisfaction.
• Documentation and Record Keeping: Maintain accurate and detailed records of customer interactions, inquiry, and transactions in the CRM system. Update customer profiles and databases with relevant information.
• Collaborative Support: Collaborate with cross-functional teams globally, including sales, technical support, and product development, to address customer inquiries and issues that require specialized expertise.
• Customer Feedback: Gather customer feedback and insights on products, services, and customer experience. Provide feedback to the appropriate teams to drive continuous improvement.
• Quality Assurance: Follow established protocols and guidelines to ensure consistent and high-quality customer service. Adhere to company policies, procedures, and service level agreements.
• Training and Development: Stay updated on industry trends, customer service best practices, and product knowledge through training sessions and self-study. Continuously enhance your skills to deliver exceptional customer care.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years’ experience working with payments acquiring or card issuing required.
• Proven experience in customer service, account management, or customer implementations.
• Ability to analyze situations and issues; identify options, draw logical conclusions, and sound inferences; determine and recommend practical sources of action using good judgment and strategic thinking.
• Excellent organizational, analytical, communication, and critical-thinking skills.
• Strong teamwork and collaboration skills.
• Empathy and patience to manage challenging customer situations.
• Proficiency in using customer service software, CRM systems, basic computer applications and ability to learn new software quickly.
• Business level proficiency (written & spoken) in any of the following languages: Spanish / Italian / German / French.

Benefits and Perks

Protecting the wellness of our team at ConnexPay is our highest priority. The successful candidate will receive a highly attractive compensation salary and benefits package reflecting the size and scope of the role. Employee benefits include flexible working, equity, cash bonus, medical insurance, dental insurance where applicable, a very competitive pension contribution, company-paid life insurance and disability coverage plus 25 days of holiday (excluding bank holidays).

ConnexPay is an equal-opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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