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Customer Billing Agent

  • Bristol
  • Operations
  • Full time
  • R-0002270

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

Customer Service in Bristol

Customers are the most crucial part of our business. They come first in everything we do. Every conversation you have with a customer is important to the whole team. When you identify a problem, everyone wants to fix it. You're the frontline, the face of the company, the person with the most significant insights into what it's like to use Dojo. You're helping business owners, genuinely passionate people, get paid. You're a protector, advisor, problem-solver and supporter. You're a champion. And you'll be handsomely rewarded as such, with pay that reflects the impact and the trust to hold us accountable and keep us on track.

We’ve recently won 3 awards at the European Contact Centre and Customer Service Awards including silver for ‘Best New Contact Centre in Europe’ - this is a true testament to the amazing team we have here! 

The Role
 

You’ll play a key role in our Billing and Collections Team who are responsible for handling enquiries from customers who may be in debt, and attempt to make proactive contact to those who do not have an agreed repayment plan. 

This is an exciting opportunity for an experienced customer service professional to be part of a new and growing team; there’s plenty to get involved in as we build our collections function. You’ll be empowered with real autonomy to do the right thing for our customers and the business. 

Our Customer Billing Agents are rewarded with a top of market rate package of £24,700 salary plus the opportunity to earn up to £3,000/year bonus based on individual performance. Working 37.5 hours per week, you will be allocated a shift pattern with hours ranging between 8am and 6pm Monday - Friday. 

What you will do...

  • Assist in managing queries and contacts from customers who may be in arrears.

  • Support with customer billing queries

  • Take ownership of all issues and challenges through to resolution.

  • Deliver an outstanding customer service experience, to every customer, every time. 

  • Help resolve accounts that have fallen behind with their payments and agree. repayment plans for customers who are unable to repay the amount owed in full

  • Assist in managing contact with customers who have received chargebacks and processing these through to resolution.

  • Utilise several in-house and external systems.

  • Continue to improve on what we do, providing constructive feedback and contributing to process improvements. 

What you will bring... 

  • A genuine customer first attitude, our customers are at the heart of what we do.

  • Previous experience working in a collections focused role is desirable but not essential.

  • Proactive and positive attitude with the ability to problem solve, getting to the root cause.

  • Outstanding communication skills, with the ability to build instant and genuine customer rapport.

  • A great team player who is committed to the overall success of the team and the business as a whole; you’ll be passionate about growing and developing with the business.

  • Confidence to suggest improvements when you see them, to constantly better what we do and how we do it.

  • Ability to multi-task using several IT systems simultaneously.

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers

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