Customer Support Representative

Job Description

REQUIREMENTS

• Excellent command of the English language.
• A minimum of 3 years of recent customer support/call centre experience.
• Strong sense of empathy, kindness, and patience while also able to politely stand firm when necessary (especially during difficult customer interactions).
• Outstanding interpersonal and communication abilities.
• Comfortable in a call centre environment where the majority of each day consists of taking calls and responding to emails each day.
• Drive to help people new to credit understand and achieve success with their finances.
• Previous experience using customer support helpdesk tools/softphones such as Freshdesk, Intercom, Zendesk, etc.
• Comfortable with the ambiguity of a startup environment (each day is different).
• Ability to handle stressful situations.
• Problem solver.
• Flexibility to manage multiple tasks & projects simultaneously.
• Willingness to learn and become a product expert.
• Open to regular feedback and growth opportunities.
• Startup/FinTech experience is a major plus!

RESPONSIBILITES

• Address customer inquiries efficiently and effectively across all support channels, ensuring high standards of service are maintained at all times.
• Adhere to established service level agreements (SLAs) and key performance indicators (KPIs).
• Identify and escalate any complex inquiries requiring escalated action/review (i.e. death of account holder, personal information change, fraud, violation of terms of service, blocked card/account, potential complaints, etc.).
• Calmly and effectively interact with customers when complex or difficult situations arise.
• Contribute to the regular review and update of training materials, knowledgebase articles, and communication templates (macros).
• Participate in weekly team meetings and coaching sessions.
• Assist with any other projects and responsibilities as assigned.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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