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- Customer Interaction: Manage customer inquiries via telephony, email, social media, and in-app conversations (when live).
- Complaint Management: Support and manage the complaints process, ensuring customers receive appropriate resolutions.
- Vulnerable Customer Support: Provide tailored assistance to vulnerable customers, ensuring their needs are met with care and sensitivity.
- General Administration: Perform general administrative tasks to support the team and enhance customer satisfaction.
- Issue Resolution: Assist customers in troubleshooting and solving technical issues through clear and comprehensive guidance.
- Escalation: Appropriately escalate complex customer concerns to higher-level management for timely and effective resolution.
- Performance Management: Collaborate with the Head of Customer Services to achieve departmental goals related to service and quality.
- Risk Management: Identify and report any risks within the function to ensure appropriate controls are maintained.
- Continuous Improvement: Share customer feedback to support continuous improvement opportunities within the team.
- Experience: Minimum of 2 years in Customer Services operations.
- Interpersonal Skills: Ability to accurately read and interpret customer signals to ensure relevant and positive interactions.
- Communication: Strong verbal and written communication skills, delivered in a friendly and professional manner.
- Problem-Solving: Capable of efficiently analyzing situations, identifying causes, and providing practical solutions.
- Time Management: Effective time management skills to balance tasks and ensure prompt customer resolutions.
- Patience: Ability to remain calm and composed in challenging situations, ensuring a positive customer experience.
- Empathy: Demonstrated empathy to understand and relate to customer concerns, providing support as needed.
- Conflict Resolution: Adaptability and a positive attitude in resolving diverse customer conflicts.
- Team Player: Strong team-building skills to foster positive relationships with colleagues and contribute to overall success.
- Hybrid Schedule: A maximum of 3 days per week in the office.
- Working Hours: 9:00 AM – 5:30 PM, with potential flexibility.
- Holidays: 25 days of annual leave, plus usual financial services benefits, and a day off on your birthday.
- Innovative Environment: Be part of a forward-thinking company where ideas are valued.
- Career Development: Opportunities for professional growth and advancement.
- Supportive Team: Work within a collaborative team that supports each other and thrives on success.
