Customer Service Representative

About the role:

You will provide our customers with product information and resolve any emerging issues that occur with accuracy and efficiency.

As a Customer Service Representative, you will:

• Meet defined service expectations by analysing, responding and resolving customer enquiries, with particular focus on tier 1 merchants.
• Handle customer complaints/ escalations, providing timely solution/s and/or escalation and follow-up to ensure resolution
• Deliver training and mentorship to new and existing team members to develop Team skills and capabilities
• Co-ordinate outbound communications to ensure stakeholders are kept informed of any impact to their service
• Assist Customer Support Team Leader with day-to-day supervision of the Customer Support Team

Requirements

• Minimum 2 year experience in a helpdesk, service desk or contact centre environment. Fintech or Financial Industry experience will be highly regarded.
• Proficiency in English is a must (both written and spoken)
• Ability to support a variety of start times (shifts can range from 4 am to 5 pm)
• Exceptional attention to detail and accuracy, with strong administration and multi-tasking skills
• Experience using customer service software/ ticketing systems or CRM (Zendesk desirable)
• Excellent customer service skills – the ability to be empathetic, compassionate, responsive, resourceful, and conscientious.
• A true team player that really cares about their peers.

Benefits

• Generous salary package
• Casual dress code
• Delicious office snacks
• Dynamic, positive work environment
• Fantastic team culture
• Guidance and mentoring from leaders within the business
• Flexible working environment (work from home & remote working options)
• Gym subsidies