Company Description

About Teya
Teya exists to make sure that every small and growing business in Europe has the opportunity to thrive. We want to become Europe’s go-to software solution for these businesses, simplifying their every day and helping them reconnect with the joy of running their business. Teya was born in 2019 and is home to over 2,000 employees in 15+ countries. We've built a fast-paced, energetic, and innovative environment that is dedicated to bringing the best solutions to customers.

Job Description

Your Team
You will be joining an energetic and diverse Customer Operations team, where we put customers & world-class customer service at the heart of everything we do. Our customers predominantly are small merchants, and we aim to make them feel big by providing them with the best possible support. We assist our merchants through all communication channels to educate them about our products and resolve their requests. We always listen to the customer and suggest ways to improve as a company - from rethinking the way we handle our processes to upgrading our internal systems.

Your Mission
Your mission is to go above and beyond in supporting our merchants, who are at the core of our operations. We want you to consistently surpass their expectations, creating a sense of care like never before. Through phone, email, and online chat, you will assist our merchants, becoming their voice within our organization. Your invaluable feedback and suggestions will drive improvements across different teams and products.

As a Customer Relations Agent you will:

• Answering high volume incoming calls/emails/web chats from customers;
• Dealing with call queries, questions and escalations from each channel;
• Providing 1st line advice to customers and other parties on general issues;
• Accurate and consistent record keeping and updating notes on the database;
• Taking care of all customer complaints and escalating as and when necessary to senior management;
• Assist senior management with by identifying trends and issues;
• Act as duty manager to aid effective running of the department.

Qualifications

Your Story
If these could be a good description of yourself, then this might be the right job for you:

• Previous experience in an inbound customer services or technical support role;
• Technically astute;
• Ability to problem solve and work under pressure;
• MS Office - particularly Excel;
• High level of accuracy and attention to detail;
• Ability to act on own initiative, within set guidelines to support customers;
• Experience providing advice, guidance or technical support over the telephone;
• Team player.

Additional Information

The Perks

• Competitive salary;
• Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps;
• Cycle to Work Scheme;
• Health and Life Insurance;
• Pension Scheme;
• 25 days of Annual leave (+ Bank holidays);
• Office snacks every day;
• Flexible working hours, as long it suits both you and your team.