Customer Service, Sr Associate

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

The Shift4 Client Relations Team is responsible for helping our customers with their tailored payment solutions, with a primary focus on financial reconciliation, reporting and data, chargebacks, and guiding clients through the intricacies of our various systems and platforms.

 Responsibilities will include:

• Serve as the primary point of contact for our clients, assisting them with any inquiries or concerns regarding their custom payment solutions.
• Address any enquiries by understanding the requirement, performing research, and providing answers or explanations.
• Identify and resolve technical or financial issues by thoroughly investigating the root cause, exploring available resolutions, and providing alternative solutions as needed.
• Escalate unresolved issues to the relevant business or system owners, ensuring prompt resolution and maintaining open communication channels with clients throughout the process.
• Conduct client training sessions on the use of our systems, platforms, and procedures, empowering clients to maximise the benefits of our offerings.
• Accurately log and update all client interactions and activities in our CRM system, maintaining comprehensive records for future reference and analysis.
• Ensure all actions are executed in alignment with Key Performance Indicators (KPIs) and Service Level Indicators (SLIs).

 The ideal candidate will bring:

• Excellent communication skills (in English), with the ability to effectively communicate complex information to clients of varying technical backgrounds.
• Problem-solving abilities and attention to detail, with a focus on delivering exceptional customer service.
• Ability to work effectively in a team environment, but also capable of working independently and autonomously when necessary.
• Proficient in time management and capable of managing multiple tasks and prioritising work in a deadline-driven environment.
• Possess good interpersonal skills for building relationships with clients and colleagues at all levels.
• Commitment to continuous self-learning and professional development.
• Computer proficiency, especially in Microsoft Excel.
• Previous experience in customer support or a similar role within the financial services industry would be advantageous.

Working hours: Monday to Friday, 8am–5pm or 9am–6pm for the first 6 months; thereafter rotating shifts (8am–5pm, 9am–6pm, 9:30am–6:30pm, 10:30am–7:30pm), with occasional Sunday shifts (7am–3pm, on rotation, with a weekday off in lieu).

Compensation:

Shift4 applies a structured, market-informed approach to compensation.

Salary ranges are developed based on objective, gender-neutral criteria, such as internal job levels, scope of responsibilities, and external market data. The range listed for this position reflects the expected hiring range for qualified candidates and corresponds to the level and requirements of the role.

Actual compensation may vary depending on various factors, such as experience, skills, qualifications, work location, and market conditions. Shift4’s compensation structures are subject to periodic review and ongoing alignment across regions. Additional components such as variable remuneration or other benefits may also apply based on eligibility and role type.

Salary Range: € 22,000 - € 27,000

Benefits of working for Shift4:

Join Shift4 and enjoy a work environment that prioritizes flexibility and well-being. We embrace a hybrid working model, offering our team the flexibility to balance time between remote work and our modern, welcoming offices located in the heart of Valletta, Malta's historic capital.

Our standard remuneration package is comprehensive, including private health, dental, and life insurance, as well as a parking allowance, preferential home rates, and a company pension plan (with APS). We are committed to supporting our employees' well-being through our Mental Health Program, family-friendly measures, an equipped canteen with free breakfast, and exciting company events.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.