Customer Support Officer

Trust Payments (Malta) Limited is currently looking to recruit a Customer Support Officer to join their team on a full-time basis.

Overview:
Trust Payments have an exciting opportunity for a Customer Support Officer to join the team.
Location: Malta
Salary: Competitive + Benefits
Shift Pattern: Monday to Friday 40 hours shift with occasional weekend work

About Us:
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading Fintech Payments group.

This Role:
The Customer Support Officer will be part of the Customer Support Team in Malta and will provide first-line support to our Acquiring customers. You will always practise excellent customer service, via multiple channels – Phone, Email, and Chat.
The Customer Support team is the first line of support for customers to the business. It is responsible for resolving first-line issues, handling customer phone calls, initial investigation/resolution of issues and escalation to second/third-line teams as required. It is also responsible for handling administrative tasks, such as maintaining proper and correct merchant records as well as promptly handling the merchant onboarding processes

Key Responsibilities:

• Responding to support cases in the Zendesk tool and on phone calls as required
• Being an expert in our products 
• Assisting Trust Payment’s customers in the operation of their banking and merchant services accounts
• Record details of enquiries, comments and details of action taken via the Zendesk tool
• Liaise with the Commercial Team, PSP and other departments as may be necessary
• Handle day-to-day functions within the Operations Department and ensure that client queries are handled promptly and efficiently
• Identify and define issues being raised by internal or external parties and work to a speedy resolution
• Answer incoming email or telephone queries from merchants and provide resolution within a timely manner
• Tracking tickets escalated to other departments and updating them where necessary
• Contribute to meetings with the Service Desk team as required (ongoing issues, team huddles etc.)
• Keep the Customer Support Lead updated on support issues, and request assistance where needed
• Contribute to the 24/7 support model if required
• Taking on ad-hoc tasks when required
• Comply with all Compliance legislation and codes of practice appropriate to the role, such as Data Protection, GDPR PCI etc
• Comply with the Health and Safety at Work Act (1974) and relevant directives in all activities
• Compliance with all relevant aspects of the Act as appropriate to the role.

Experience:

• Maltese Speaker
• 1+ years in a similar customer service-orientated support role within a banking product/customer support environment
• Experience working in a team
• Dealing with customers on the phone and via email
• Handling difficult situations over the phone with customers
• Managing a busy workload in a fast-paced environment
• Experience using Zendesk or a similar ITSM tool
• Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, Data handling and Record keeping
• Information Gathering, Problem analysis and resolution skills and experience 
• Able to articulate technical explanations in a non-technical way
• Strong communicator able to communicate confidently with all levels of colleagues within the business – including providing coaching, training and support around our banking product set
• Experience working for a Payments or Fintech company.

Knowledge & Skills:

• Loves dealing with customers and is committed to delivering the best customer experience possible
• Strong customer orientation
• Ability to build strong relationships with customers
• Shows empathy towards customers
• Able to demonstrate appropriate business acumen
• Utilises effective problem-solving techniques during stressful situations
• Able to adapt to a fast-paced environment
• The ability to prioritise own workload
• Works well under pressure and tight timescales.
• Excellent team player with the skills and ability to build strong relationships with the team and stakeholders within the business at all levels
• Ability to work unsupervised in an efficient manner applying integrity with discretion in dealing with customers
• Understanding of Payment system capabilities and features.

Benefits:

• Opportunity to be part of a rapidly scaling and market-leading Fintech business
• Health and Well-being ethos including regular wellness sessions, fitness and nutrition and other events as well as supported by internally qualified mental health first aiders
• Family-friendly enhanced benefits/policies
• Pension, Healthcare, Life Assurance
• Social events and team building.

We understand the value that a diverse and inclusive working environment brings to Trust Payments. We celebrate the differences that people can bring through their cultures, backgrounds, and perspectives. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.

During the recruitment process, we welcome you to inform us confidentially of any special adjustments required to participate fully in our recruitment experience.

To submit your CV for this exciting Customer Support Officer opportunity, please click ‘Apply’ now!