Customer Service Agent Austria

Viva Wallet is the first European payment fintech disruptor entirely cloud based over Microsoft Azure since 2010, now located in 23 EU countries. We devote ourselves to create a wonderful easier experience to businesses of all sizes, innovative acquiring and issuing services through terminals, Viva Wallet POS app and payment gateways for online stores. Furthemore, we offer business accounts with local IBAN and a business Viva Wallet Mastercard.

We are looking for a Customer Service Agent which is a crucial role at Viva Wallet by being responsible for handling all customer enquiries and issues (verbally, in writing and via web chat). This is done by providing sound advice and instructions, promoting products and services, and dealing with potential complaints.
As a customer facing role, the Contact Centre Agent must act as an ambassador for both the company and the Viva Wallet brand, ensuring that we always go above and beyond to meet the needs of our customer, and deliver excellent customer service every time.

If you are passionate about customer service, then this may be the role for you
- Identify, research and resolve customer issues using our CRM systems and tools;
- Ensure that incidents are resolved in a timely manner to meet defined departmental service level targets;
- Act as a role model to other team members and promote and enhance the reputation of the customer service function, always adopting a professional approach to work;
- Communicate progress and resolution of issues to internal and external customers and management (where necessary);
- Working effectively to make sure backlogs are cleared quickly and efficiently;
- Be able to engage diplomatically with other department (i.e. sales/KYC) to resolve potential issues/bottlenecks that may be negatively impacting the overall customer experience;
- Identify and assess customers needs to achieve increased satisfaction;
- Provide accurate and valid information by using appropriate methods and tools;
- Handle customer complaints in a calm and professional manner, providing appropriate solutions and alternatives within reasonable time scales;
- Follow departmental procedures, guidelines and policies for communication, dealing with customer issues and escalation of more serious cases;
- Ensuring attention to detail, in particular with merchants who may have similar problems, and reporting problems as necessary through the appropriate channels;
- Developing and maintaining professional relationships with colleagues and stakeholders to always provide exceptional customer care and service;
- Any other tasks as required by the Senior Management of the company

**Requirements**:

- Significant experience of working in a busy customer service call-centre environment;
- Experience of working with relevant computer programs (i.e. CRM software) and customer service webchat systems;
- A proven track record of meeting and exceeding targets and adding value
- Excellent written and verbal communication skills and a sound commercial acumen;
- Strong stakeholder engagement skills and the ability to interact confidently and professionally with a wide variety of people at all levels;
- Strong problem solving and conflict resolution skills;
- The ability to remain calm under pressure and to deal with potentially emotive issues in a calm, professional and constructive manner;
- The ability to work independently and to use own initiative;
- Excellent organisational skills and attention to detail;
- A passionate, tenacious and enthusiastic approach to work;
- A true team player who takes pride in their work and is committed to the future success of Viva Wallet.

**Benefits**
- A competitive salary of up to 40.000€
- Full time of 40 hours per week
- Participation to Annual Bonus Scheme
- Working in a positively challenging and appealing environment with great colleagues
- Exceptional technical knowledge in the payment and banking industry