Customer Support Representative

• remember your preferences (such as language);
• monitor the general performance of our visitors' experience when on our website - this information then allows us to improve the usability of our website for you and all our other visitors;
• store essential information to allow you to register and/or login to our site;
• allow you to share any of our website's pages with your social networks - but only if you explicitly choose to.
• (twitter) guest_id, k, _twitter_sess, original_referer
• (facebook) datr, lu
• (g+1) PREF, SID, HSID, SSID
• TribePad - this allows you to login to our social recruitment management platform
• trackerToken-4 - this is similar to Google Analytics but specifically allows us to determine which of our marketing activities from which you found our website.
• visitToken-4 - this is similar to Google Analytics but specifically allows us to determine which of our marketing activities from which you found our website.

Customer Support Representative

Your role

What you'll be doing

Corpay^ is currently looking to hire a Customer Support Representative within the Global Customer Service division. This position falls under our PayByPhone line of business based in Vancouver, Canada.

This is a full-time 6-month contract role, working on a hybrid basis (a minimum of 2 days in the office). Working hours are Monday to Friday 9. 00am to 5. 30pm

The role

The purpose of a Customer Support Executive at PayByPhone is to manage customer enquiries and complaints, as well as assist with the onboarding and ongoing support of both business clients and parking consumers.

Key Accountabilities

Customer Support:

• Ensure all customer tickets are answered using our support tool, Zendesk within stipulated SLAs.

• Deal with escalated level 2 tickets raised by our outsource partner.

• Respond to and deal with all customers facing enquiries and complaints, support in the on-boarding and on-going relationship with our PayByPhone Business clients and our parking consumer customers.

• Engage with comments on our social media feeds.

• Join meetings with the outsourcer to share information and best practice.

• Investigate clients' PCN (Penalty / Parking Charge Notice) appeals or complaints.

• Escalate customer complaints to the Global Director of Customer Support where necessary.

• Maintain an up-to-date knowledge of PBP products.

• Test the system and apps before and after updates.

• Work with the Global Director of Customer Support to analyse complaint data and identify key areas for improvement to drive complaint reduction.

• Maintain Zendesk Help Centre & Macros.

• Work with Marketing on customer focused messaging and content.

PayByPhone Business:

• Respond to admin level queries in relation to

• Build relationships with PayByPhone Business key clients.

• Support internal PayByPhone Business sales team where necessary.

• Work with Marketing to provide regular communication to PayByPhone Business admins on updates regarding the product and features.

• Support in the on-boarding of new PayByPhone Business clients.

• Provide customer feedback on PayByPhone Business to support future developments.

• Coordinate outage communications to PayByPhone Business customers when needed.

JIRA Management:

• Create tickets for development and bug fixing relating to front end products i. e. Consumer Apps, Mobile Web, IVR & PBPB.

• Liaise with Product Managers to ensure tickets are prioritised and completed in a timely manner with any issues escalated via the appropriate channels.

Process Documentation:

• Ensure that all relevant processes and procedures are documented and maintained in Confluence including any supporting documentation required to enable effective continuation of service.

What we're looking for

Essential

• Excellent customer service skills.

• The ability to gather, analyse and present material clearly and concisely.

• Experience with Microsoft Office, including Word, Excel and PowerPoint.

• Previous experience of working in a customer service role.

Desirable

• Educated to degree level.

• Experience of using CRM solutions such as, but not limited to Zendesk, Salesforce, NICE

• Previous experience of working in the parking industry or another app-based business.

• Knowledge of chat/AI technologies

Approach and Abilities

• Good organisational and time management skills.

• Excellent ability to prioritise.

• The ability to work under pressure and to tight deadlines.

• Can cope under pressure with a flexible approach to work, persistent and resilient and able to cope with setbacks.

• Exceptional attention to detail.

• Self-motivated.

• Ability to multi-task.

• Confidence social media platforms.

• Process driven.

• Always looking to improve.

• Can see the bigger picture

• Superb written and communication skills.

• Ability to produce well written documents.

• Able to communicate effectively.

• Calm under pressure in dealing with difficult customer situations.

• Works collaboratively across the wider CS team.

• Able to articulate processes for training the outsourcer or internal team

• Excellent problem-solving skills.

• Ability to use your own initiative and escalate issues where necessary

• Logical and methodical.

What we offer:

• Competitive package with high potential for growth and career development.

• Extended Heath Care

• Dental Care: offered through SunLife

• Drug card plan

• Basic Lif and AD&D Insurance

• Employee Optional Life and AD&D Insurance

• Spouse Optional Life

• Child Optional Life

• Critical Illness

• Employee Assistance Program (EAP)

• Long- and Short-Term Disability

• RRSP: Administered through Manulife

• Paid Time Off: Corpay observes 11 statutory holidays In addition, full time employees are eligible to receive: Paid Vacation: 15 days, accrued monthly Paid Sick Leave: 6 days Personal Days: 4 days

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About Corpay

Corpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and.