Client Support Agent (24*7 shift based)

Company Description:Trust Payments is an MFSA-regulated in Malta; and an FCA-regulated company in the UK. We provide a range of payments and commerce solutions, with market-leading technology and data insights.We offer innovative payment methods and cutting-edge technologies, with a truly global presence. Our global offices cater to the most demanding business sectors, including retail, travel, hospitality, forex, and financial services.Driving value for our clients and demonstrating genuine care for their success, is a core value of ours. We also believe in striving to build a better, more sustainable tomorrow and believe in conducting our business ethically, driving social and environmental change.We have a passionate, collaborative, and diverse culture that recognizes that every employee contributes to our business success.Find out more at www.trustpayments.com. Trust Payments has an exciting opportunity for a Client Support Agent to join their team.Location: Hybrid - Port City, ColomboSalary: Competitive + BenefitsShift patterns: Day shift 1.30 PM - 10.30 PM IST and rotating 24×7 Rota basis shift patterns which include weekends, nights and bank holidays (11:30 AM -9:00 PM / 7:30 PM-4:30 AM/ 4:30 AM-11:30 AM). Only 37.5 hours per week. (**Employees might have to commute to office during day shift)Training period: We offer comprehensive training (8-10 weeks)How will you make an impact in this role?The Role:The Client Support Agent will be part of the Global Client Support team and will provide first line support to our customers via phone and in writing, delivering excellent customer service.What We Expect of You, Day To Day:Complete an 8 to 10 week training programme in readiness for the role at our Bromley officeContribute to the 24/7 support model on a rotational basis with the team, working shift patternsUse Zendesk as the workflow management system to respond to calls, chats and ticketsManage customers' accounts, including retention and cross-selling/up-selling where appropriateSupport customers with user management queries across all customer-facing portals and assist merchants with navigationRecord details of enquiries, comments and actions taken via the Zendesk toolHandle customer escalationsLiaise with Acquirers to complete alternative acquirer onboardingsParticipate in meetings with the Client Support team as required (ongoing issues, team huddles etc.)Keep the Client Support Senior Agent and Client Support Team Lead updated on support issues, and request assistance where neededTake on ad-hoc tasks when requiredComply with all legislation and codes of practice appropriate to the roleComply with the Health and Safety at Work Act (1974) and relevant directives in all activitiesEnsure compliance with all relevant aspects of the Data Protection Act as appropriate to the roleQualifications2+ years' experience working for a Payments or Fintech company in a customer-orientated support role2+ years' experience supporting customers via phone and email within a payment support roleCustomer-focused approachUnderstanding of Payment system capabilities and featuresExperience working in an ITIL environmentExperience supporting customers via phone and emailExperience managing challenging customer situationsExperience managing a busy workload in a fast-paced environmentExperience using Zendesk or similar ITSM toolProficient typing and IT skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, data handling and record keepingProblem analysis and resolution skillsInformation gathering capabilitiesAbility to explain technical concepts in accessible languageEffective communicator able to engage confidently with colleagues at all levelsSkillsMotivated individual who enjoys supporting customers and is committed to delivering excellent customer experienceConsistently provides exceptional service and willing to engage with customers at any level, internally or externallyAbility to build effective relationships with customersDemonstrates empathy towards customersDemonstrates appropriate business acumenApplies effective problem-solving techniques during challenging situationsAdapts well in a fast-paced environmentAble to prioritise own workloadWorks well under pressure and to tight timescalesCollaborative team member with the ability to build effective relationships with the team and stakeholders at all levelsAbility to work independently in an efficient manner, applying integrity and discretion when supporting customersChoosing to work with Trust Payments in our Sri Lanka office can come with a host of unique benefits thanks to our partnership with Port City Colombo. These include:Core Points:0% Personal Income Tax: Employees can enjoy the benefit of no personal income tax, in turn maximising the employee's take-home pay.Remuneration in Great Britain Pounds: Additionally, employees will receive competitive salaries (GBP).Provident and Trust Fund Contributions: Port City contributes to the Employees’ Provident Fund and Employees’ Trust Fund.Additionally:Work from home: Employees can enjoy the flexible workingWe offer comprehensive benefits to support our team members and their families' well-being. Our robust benefits package includes (subject to local office benefits policy): Be part of a dynamic, market-leading Fintech experiencing rapid growthFlexible work arrangements tailored to role requirements and business needsComprehensive wellness initiatives, including mental health resources supported by internally qualified mental health first aidersExtensive leave provisions, encompassing annual, volunteering, and birthday allowancesProgressive family-oriented policies and benefits, including Maternity, Paternity and Adoption leaveRobust compensation package, including pension scheme, healthcare plans, and life assuranceRegular corporate events fostering team cohesion and company cultureDiverse company culture and global working environmentContinuous professional development and career advancement opportunitiesOffer of employment with Trust Payment is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.Get a glimpse into the exciting world of Trust Payments through:Our Careers PageOur LinkedIn Life PagesNext Steps: Ready to revolutionize fintech? If you're excited about this opportunity, we'd love to hear from you!Our Talent Acquisition Team will review your application promptly. We'll contact successful candidates via email and phone to discuss the next steps, including our inclusive interview process.Additional Information: Trust Payments is an Equal Opportunities Employer We are a growing business with an aspiration to create a truly inclusive working environment, where each employee can reach their full potential. We celebrate the differences that exist within our teams. We encourage our people to bring their own opinions and thoughts to work, to be authentic and help us to innovate. We do this by embracing people as individuals, and appreciating that what works for one person, doesn’t work for everyone. We are committed to equal employment opportunity for all, regardless of race, heritage, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.If you require reasonable adjustments to be made to enable you to apply for a role with us or wish to provide feedback about the accessibility of this website, please contact the Talent Acquisition Team.Automated Assessment NoticeTrust Payments may use automated tools during our recruitment process, including skills assessments and application screening questions. All decisions involve human oversight and comply with data protection legislation. Candidates can request human review of any automated screening decisions.To submit your CV for this opportunity, please complete the application form and click 'Apply' now.