Job Description
Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payment 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.
The Shift4 Client Relations team is responsible for 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.
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).
Requirements
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.
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.
Benefits of working for Shift4
Our bright open-plan offices are in the heart of Valletta, Malta’s historic capital city, offering a modern, functional and welcoming environment. As part of our standard remuneration package, we offer parking allowances and private health, dental and life insurance, as well as preferential home rates and a pension plan with APS according to company policy. We also offer discounted corporate gym rates, daily fresh fruit, family-friendly measures (incl. hybrid working model) as well as exciting company events. Shift4 (formerly Finaro) is proud to have been recognized for its excellence in HR Practices and awarded the FHRD Quality Mark.
Registered Office: 80 Palazzo Homedes Strait Street Valletta.
Shift4 is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, colour, 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.
