Customer Service Support 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 Customer Service Support Representative provides administrative support to the Customer Service Team while handling customer inquiries in multiple languages in accordance with company standards.

The role contributes to achieving Customer Service KPIs by delivering accurate, timely, and high-quality support, ensuring a positive and consistent customer experience.

Key Responsibilities

Customer Service Support

• Provide administrative support to the Customer Service Team.

• Handle customer inquiries primarily through written communication in line with agreed Service Level Agreements (SLAs) and quality standards.

• Follow up on customer inquiries to ensure timely and satisfactory resolution.

• Identify, prioritize, and escalate complex or urgent customer issues when necessary.

Customer Communication & Case Management

• Maintain accurate records of customer interactions and transactions.

• Ensure complete, accurate, and professional communication with customers.

• Use customer contact management systems and tools accurately and consistently.

• Research and retrieve information using internal systems, databases, and available resources.

Collaboration & Process Excellence

• Collaborate effectively with Customer Service colleagues and other internal departments.

• Support continuous improvement initiatives by identifying opportunities for process enhancements.

• Contribute actively to team meetings, knowledge-sharing activities, and departmental projects.

• Ensure adherence to company policies, procedures, and quality standards.

Main KPIs

The performance of the role will be measured through the following key indicators:

Operational Performance

• Adherence to assigned working hours and scheduled shifts.

• Achievement of defined Customer Service SLA targets.

• Timely and effective resolution of customer inquiries.

Quality & Compliance

• High quality and accuracy of customer communications.

• Provision of complete and correct information to customers.

• Accurate and consistent documentation of customer interactions and activities.

• Compliance with company policies, procedures, and quality standards.

Customer Experience

• Contribution to overall customer satisfaction.

• Delivery of service excellence and positive customer experiences.

• Support of Customer Service Team objectives and performance targets.

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.