Customer Service Representative

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.

Purpose of the role 

The position holder will have the responsibility for supporting Customer Service with the focus on the content management of Tax Free forms and other collaterals, incl. information published online (web page, intranet) and to handle customer inquiries in accordance with company standards. This role contributes to achieving Customer Service KPIs by delivering accurate, timely, and high-quality support while ensuring a positive customer experience.

Responsibilities

• Handle customer inquiries primarily through written communication in line with SLA and quality standards.
• Maintain accurate records of customer interactions and transactions.
• Research and retrieve information using internal systems, databases, and resources.
• Collaborate with Customer Service team members and other internal departments of the company.
• Follow up on customer inquiries to ensure timely resolution.
• Identify, prioritize, and escalate complex or urgent customer issues.
• Ensure accurate use of customer contact logging systems and tools.
• Support continuous improvement initiatives by recommending process enhancements.
• Contribute actively to team meetings, knowledge-sharing activities, and departmental projects.

Main KPI’s 

• Adherence to assigned working hours and scheduled shifts.
• Achievement of defined Customer Service SLA targets.
• High quality and accuracy of customer communications.
• Provision of complete and correct information for customers.
• Accurate and consistent documentation of customer contacts and activities.
• Compliance with company policies, procedures, and quality standards.
• Contribution to customer satisfaction and service excellence.

Mandatory Requirements

Education

• High school diploma or equivalent.

Language Skills

• English language proficiency at a minimum C1 level.
• Ability to communicate professionally in writing.
• Other language skills are considered an advantage.

Technical Skills

• Good knowledge of Microsoft Office applications on user-level (Outlook, Excel, Word).
• Good keyboard and data-entry skills.
• Ability to work effectively with internal systems and digital tools.

Qualifications

• Previous experience in Customer Service.
• Experience working in international or multicultural teams.
• Familiarity with CRM systems, ticketing tools, or customer contact management software.

Core Competencies

Customer Focus

• Demonstrate a customer-oriented mindset and commitment to delivering excellent service.
• Maintain professionalism and empathy when handling customer inquiries.

Communication

• Strong written communication skills.
• Ability to communicate effectively with international colleagues in English.

Attention to Detail

• Maintain a high level of accuracy when handling customer requests.
• Ensure records and documentation are complete and accurate.

Teamwork and Collaboration

• Work effectively with colleagues across departments and locations.
• Actively participate in team meetings and collaborative activities.

Adaptability

• Quickly adapt to changes in processes, systems, priorities, and business requirements.
• Demonstrate flexibility when supporting various Customer Service activities.

Continuous Improvement

• Identify opportunities to improve processes and service quality.
• Take initiative to stay informed about departmental updates, changes, and ongoing projects.

Accountability

• Take ownership of assigned tasks and follow through to completion.
• Escalate issues appropriately and in a timely manner.

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.