Customer Care/ Tech Support

Card Commerce is a leading provider of closed loop prepaid products such as gift cards in Ireland and the UK. Through our bank partner network we provide gift card solutions to over 250 customers in the UK and Ireland and we are strategically positioned to grow this customer base substantially in the next three years.

The gift voucher marketplace in Ireland and the UK is worth some £3.5bn per annum. From a standing start four years ago nearly 50% of all gift vouchers purchased in Ireland and the UK today is now provided via a gift card instead of on a traditional paper voucher. Gift cards have become a hugely popular gifting tool for consumers and this strong consumer satisfaction is driving strong retailer interest in setting up their own gift card programmes supported by the very clear business case for cost savings and increased sales potential that gift cards deliver over paper vouchers.

Card Commerce is well positioned to benefit from this market opportunity. Through strategic partnerships with large banking partners such as Barclaycard, Elavon, and HSBC, we have access to nearly 500,000 payment terminals that retailers use today for processing credit and debit cards in store. Our partnerships enable our gift card software to be added to these terminals allowing the retailers launch their own gift card programmes with minimal upfront cost. We provide a full end to end service to the retailer allowing them to get all their programme components such as cards, merchandising, transaction processing, and reporting from one source.

This job is a new role within the company and the right candidate has the opportunity to grow and develop this role within the Service Delivery area.

Customer Care/Technical Support Administrator

The role will require you to provide support to customers over the phone, email and online; log queries and update customer databases.

Training will be provided for this role however a background within customer / helpdesk support is essential

Job Description

· Interact with customers via telephone, email etc to provide support on in house product
· Support and feedback to customers through problem resolution in a professional, prompt and polite manner.
· Identify, evaluate and prioritize issues based on severity
· Demonstrate and promote superior customer service in all external communications
· Management of customer issue database and reporting on same to management
· Manage roll out of online helpdesk tool to customers to include training queries
· Documentation and development of process and procedures to enhance customer support function
· Once up to speed on in house products there will be the opportunity to assist with testing on internal projects and external integrations.

Candidate

· Excellent communication skills – verbal and written
· Fluent English
· Good analytical skills
· Proactive with a strong work ethic and hands on approach to support
· Ability to learn new skills quickly
· Focussed on quality and attention to detail
· Ability to work on own initiative and as a team player
· Ability to prioritise and work on several tasks simultaneously
· Interest and aptitude for technology
· Previous experience in helpdesk environment using online tools
· Technical background an advantage
· Proficiency in MS Office