Customer Service, Sr Associate

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

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

Responsibilities will include:

• 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).

The ideal candidate will bring:

• 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 in Microsoft Excel.
• Previous experience in customer support or a similar role within the financial services industry would be advantageous.

Benefits

• A growing innovative company

• Social Responsibility Initiatives (such as Volunteering days; Blood donation; Contribution to various charitable causes)

• Office canteen with subsidized prices exclusively for employees, and a wide choice of Snacks/Soft drinks

• Office in the city center with parking for cars, bicycles, and scooters

• Private health insurance

• Employee accident insurance

• Additional vacation days based on tenure

• Bonuses for the achieved results

• Employee referral program

• IIIrd Pillar Pension Fund contribution

• Gifts for special occasions

Salary range: 1950 - 2200 EUR gross

Working hours: Monday to Friday, 9am–6pm or 10am–7pm for the first 6 months; thereafter rotating shifts (9am–6pm, 10am–7pm, 10:30am–7:30pm, 11:30am–8:30pm), with occasional Sunday shifts (8am–4pm, on rotation, with a weekday off in lieu).

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.