Customer Service Agent - Longford - Hybrid - Multilingual
My client, a fast-growing B2B SaaS company operating in the cybersecurity and payments space, is seeking to recruit Customer Service Agents (Merchant Success Analysts) who speak French, German, Polish, Czech, or Spanish to join their expanding Customer Operations team in Longford. My client helps merchants, banks, and payment providers reduce cyber risk and meet PCI compliance requirements through a market-leading Merchant Management Platform. My client is a Multinational company who are now setting up their EMEA HQ in Longford, hence a very exciting time to join.
The successful Customer Service Agent will be responsible for:
1. Acting as the primary point of contact for merchants seeking assistance with PCI compliance and platform usage
2. Responding to inbound merchant queries via phone, email, and chat in a professional and timely manner
3. Guiding merchants through PCI compliance workflows, including SAQs, validation steps, and status updates
4. Explaining compliance requirements, timelines, and platform notifications in clear, non-technical language
5. Assisting merchants with basic ASV scan processes, including initiating scans and checking scan status
6. Supporting onboarding and basic usage of cybersecurity tools available through the company's platform
7. Accurately documenting all interactions within the ticketing system and escalating issues where required
8. Working closely with technical teams by following defined escalation and handoff processes
9. Participating in quality assurance reviews, coaching sessions, and continuous improvement initiatives
The successful Customer Service Agent will be:
10. Bilingual or multilingual in one or more of the following languages: French, German, Polish, Czech, or Spanish
11. Experienced in a customer-facing support, service, or operations role
12. An excellent communicator with strong verbal and written skills
13. Detail-oriented, reliable, and committed to delivering a high-quality customer experience
What's on offer:
14. Clear career progression pathways into senior support, technical, customer success, or cybersecurity-focused roles
15. Comprehensive training in PCI compliance, cyber risk, and security tooling
16. Opportunity to join a company at an early stage of international growth
17. A collaborative, supportive working environment with strong learning and development opportunities
18. Hybrid working
19. Flexible hours