Customer Service Representative - #1655180

Department: Customer Operations

Location: Cardiff (Credas)

Description

Credas Technologies Ltd (a Dye & Durham company) provides digital solutions to automate due diligence compliance, remote identity verification using biometric facial recognition, and customer outreach processes. Credas is an award winning, values driven and fast-growing technology company with a modern and progressive approach to working.

As a Payments Customer Service Representative, you will be the first point of contact for end-users seeking support with payments, refunds, and app-related issues. You’ll play a key role in ensuring customer satisfaction through effective issue resolution across various communication channels. The role requires strong communication skills and the ability to work in a fast-paced, remote environment.

Key Responsibilities

• Respond to customer queries related to:
  • Payments - failed transactions, payment status
  • Refunds - duplicate charges, system errors
  • App-related issues - troubleshooting with restart options
    

• Deliver support across multiple channels:
  • Phone
  • WhatsApp / Live Chat
  • Ticketing system (Freshdesk)
    

• Provide timely and empathetic assistance to end-users to enhance their experience.
  
  
  

Skills, Knowledge & Expertise

• Excellent written and verbal communication skills
• Strong customer service background.
• Strong problem-solving abilities.
• Confident decision-making using initiative.
• Excellent time management and prioritisation skills.
• Comfortable in computer systems such as Microsoft and tech platforms.
• Good attention to detail.
• Candidates must be able to work rotating shifts between 8am to 8pm
  
  

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?


· We ask how tomorrow can be better than today
· We are passionate about solving our customer's challenges
· Our ideas break boundaries
· We value different perspectives and encourage dialogue
· We take ownership and celebrate together