Client Relations Officer

The Shift4 Client Relations Team is responsible helping our customers with their tailored payment solutions, mainly focused on assisting with their financial reconciliation, reporting and data, chargebacks, and guiding clients through the intricacies of our various systems and platforms.

As we are an international company, the selected candidate will be required to work on a shift basis which includes a variety of shifts including weekends and public holidays.

Main Responsibilities:

• Serve as the primary point of contact for our clients, assisting them with any inquiries or concerns regarding their custom payment solutions.
• Address any enquiries by understanding the requirement, performing research, and providing answers or explanations.
• Identify and resolve technical or financial issues by thoroughly investigating the root cause, exploring available resolutions, and providing alternative solutions as needed.
• Escalate unresolved issues to the relevant business or system owners, ensuring prompt resolution and maintaining open communication channels with clients throughout the process.
• Conduct client training sessions on the use of our systems, platforms, and procedures, empowering clients to maximise the benefits of our offerings.
• Accurately log and update all client interactions and activities in our CRM system, maintaining comprehensive records for future reference and analysis.
• Ensure all actions are executed in alignment with Key Performance Indicators (KPIs) and Service Level Indicators (SLIs).

Qualifications, Skills, and Experience:

• Excellent communication skills (in English), with the ability to effectively communicate complex information to clients of varying technical backgrounds.
• Problem-solving abilities and attention to detail, with a focus on delivering exceptional customer service.
• Ability to work effectively in a team environment but also capable of working independently and autonomously when necessary.
• Proficient in time management and capable of managing multiple tasks and prioritising work in a deadline-driven environment.
• Possess good interpersonal skills for building relationships with clients and colleagues at all levels.
• Commitment to continuous self-learning and professional development.
• Computer proficiency, especially Microsoft Excel.
• Previous experience in customer support, or a similar role within the financial services industry, would be advantageous.