Customer Support Executive (Hatfield, UK)

Customer Support Executive (Hatfield, UK)

PayByPhone overview

PayByPhone is a fast-growing, forward-thinking, global company that is growing fast with offices spanning across UK, France, North America, Germany, as well as Italy. Thanks to the backing of our parent company Volkswagen Financial Services, we have the security, stability and freedom to push boundaries and be pioneers. We are recruiting for a bilingual German/English Speaking Customer Support Executive to manage all PayByPhone user requests German language.


We are looking for a dynamic and adaptable person who is a good listener, empathetic and has a positive attitude. Your main goal will be to respond to and resolve all standard and business user enquiries and complaints effectively and quickly.

You will be responsible for the following tasks :

  • Handling customer enquiries through several digital networks using our support tool, Zendesk.
  • Managing and resolving complaints.
  • Escalating customer complaints to management when necessary.
  • Answering customer phone calls and making calls to some PayByPhone users.
  • Answering requests.
  • Analysing requests and testing systems and apps.
  • Consulting relevant databases in order to obtain information for responses.

You may also be asked to carry out other tasks as part of your role to support the PayByPhone team.

Required Qualifications

  • Bilingual in both German and English
  • Experience within customer service
  • User satisfaction oriented
  • Excellent written and verbal communication skills
  • Analytical and conflict management minded
  • Previous experience within the technology sector
  • Knowledge of Zendesk would be a bonus
  • A third language would also be an asset (French, Italian, Dutch, Spanish)

What does success look like in the role?

  • Workload is appropriately prioritised;
  • System issues are reported and resolved in a timely manner;
  • Appeals/complaints are investigated within 48 hours;
  • 90% of customer complaints are resolved without further escalation to management;
  • Over 80% of customer feedback is positive;
  • Monthly KPI targets are met;
  • Emails and phone calls are handled professionally, politely and with an accurate response.

Benefits of working at PayByPhone

In addition to the usual stuff like generous holiday allowance, we offer employees other things, too. We have a great company car scheme - so long as you like VW brands! We organise fantastic off-site team days that people actually enjoy. We now have a permanent hybrid work approach that everyone is enjoying and embracing, and everyone has the freedom to express themselves in what they wear when they are in the office – we just ask that it’s not PJs.

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