Customer Service Advisor - Nights

Location: Newcastle upon Tyne, United Kingdom; the role is UK based and candidates must be legally authorised to work in the United Kingdom.

Company

hirify.global provides cloud-based business management and payment technology for small and medium-sized businesses in more than 72 countries.

What you will do

• Answer phone calls, emails, and chats promptly and professionally while achieving a high first-time resolution rate.
• Manage customer and consumer communication about service contracts, accounts, payment contracts, and contractual relationships.
• Resolve first-line queries, identify complex issues, and escalate them when necessary.
• Discuss overdue balances and support collections activity in line with relevant policies.
• Track and resolve queries through the query management system and accurately record all communications.
• Update internal and external systems and follow defined support and payment-negotiation scripts.

Requirements

• Excellent communication skills and a clear, caring, concise, and professional telephone manner.
• Active listening, patience, empathy, and the ability to build positive relationships.
• Strong problem-solving and attention-to-detail skills, including accurate documentation.
• Ability to work in a team and meet service-level agreements in a fast-paced environment.
• Comfort with a permanent overnight schedule of four nights per week between 10pm and 9am, with shifts of up to 9.5 hours.
• Legal authorisation to work in the United Kingdom; visa sponsorship is not available.

Culture & Benefits

• Four-week night-shift rotation with a Friday off every third week.
• Learning resources and career development support.
• Collaborative team environment with colleagues across a global network.
• Paid parental leave benefits and mental health support.
• Flexible work arrangements are available.

Hiring process

• Submit a CV and cover letter through the careers portal or an external job board.
• Include the word “moonshot” at the top of the cover letter.
• Additional application or interview support needs can be communicated to the recruiting team.