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Customer Service Representative (English)

Posted 2024-11-18

View full description

💎 Seniority level: Entry, 1+ years

🔍 Industry: FinTech

🏢 Company: Finyard

🗣️ Languages: English

⏳ Experience: 1+ years

Requirements:
  • Experience in fintech (forex/crypto).
  • 1+ years of online customer support experience.
  • Excellent written and oral English.
  • Excellent interpersonal and communication skills.
  • Ability to manage or navigate stressful situations.
  • Experienced with using customer service software, tools, and databases.
Responsibilities:
  • Respond to customer queries promptly and efficiently through emails, live chat, and phone calls.
  • Work together with various departments to address complex problems and escalate issues when necessary.
  • Conduct follow-ups with customers to ensure their concerns are resolved.
  • Perform troubleshooting using different diagnostic techniques.
  • Record and document repetitive issues to contribute to process improvement.
  • Generate pertinent informational materials, including FAQ articles, user manuals, and tutorials.
  • Provide guidance to current and prospective clients regarding the acquisition of additional products and services offered by the company.
  • Identify and execute initiatives to improve the overall customer experience.
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  • Previous high volume, online customer service experience with an outstanding customer satisfaction rating.
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  • Able to work 0800 to 1600, Monday to Friday.
  • Confidence with customers, and a mature, ‘service first’ approach.
  • Excellent tech and IT confidence - previous use of Zendesk or a similar ticketing platform is essential.
  • An excellent problem-solving skillset.
  • Ability to work both independently and as part of a wider team.
  • Ability to adapt to new systems and technical information quickly.
  • Valid passport and/or visa as you’ll be visiting in our HQ in London at least twice a year.
  • Knowledge and interest in bikes, electric bikes, or the environment will be a bonus!

  • Providing exemplary email, video and chat support to our customers.
  • Responding to high volumes of customer tickets in the quickest and most efficient way.
  • Working on our CRM system, Zendesk.
  • Reporting insights and trends to Head of Customer Service.
  • Working as part of a team, sharing knowledge and helping colleagues.

Communication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer service

Posted 2024-09-20
Apply

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