About this role
Role Overview
- Support our customers by providing a great customer experience aligned to our values
- Engage with customers via chat and email, be relentless in resolving their issue, minimising customer disruption
- Provide proactive updates to customers where required, ensuring a great experience
- Work with your team to highlight any issues causing our customers unnecessary challenges
- Take ownership of the customers journey through their queries and seek to provide a seamless customer experience
- Contribute to your team and department performance through meeting your agreed weekly targets
- Department KPIs such FCR, CSAT and Average Response Times are to be kept top of mind at all times
- Actively support business change initiatives through a positive work ethic
- Always adopt a commercial mindset, seeking opportunities to convert customers and cross-sell to other products at all touchpoints
- Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing etc) to effectively resolve customer queries
- Escalate urgent and important issues through the appropriate channels and ensure there is a flawless feedback loop to the management team
- Suggest improvements to the customer journeys as appropriate
Requirements
- 2 year minimum experience in a similar role
- Expertise in identifying opportunities to upsell or cross-sell additional products or services
- Strong analytical skills, a problem-solving mind-set and great attention to detail
- Ability to understand and relate to the customer's feelings and perspectives.
- Ability to manage communications across various platforms, such as phone, email and chat
- Skills in following up with customers to ensure satisfaction and maintain relationships
- Commercial awareness and great team player
- Flexibility to work evenings and weekends if required
Benefits
- Competitive Salary & Benefits
- Growth & Development Opportunities
- Creative and Collaborative Environment