Exceptional spoken and written English skills (C1;C2 level)
Confident in talking with customers over the phone and have experience in de-escalating difficult situations
Enjoy finding innovative ways to solve complex problems
Previous experience working in customer support for at least 2 years
Excellent organisational skills and take responsibility for your workload
Comfortable using and have previous experience with industry tools like ticketing CRMs, GSuite, Jira, and Microsoft Excel/Google Sheets
Always on the lookout for recurring issues and help create new workflows to solve them
Experience in the financial industry
Responsibilities:
Taking ownership of very complex cases that other teams have been unable to handle and that have led to customers requesting their concerns be reviewed by someone higher than a Manager
Effectively communicating and collaborating with Tideans from other teams and departments, ensuring that all the relevant information is gathered before a resolution is provided
Efficiently providing the correct resolution to customers’ problems over the phone and/or other communication channels
Prioritizing and handling escalations from the executive team at Tide as part of the Office of the CEO process
Constantly being on the lookout for any patterns in the cases reaching the Escalations Team - noting them down and highlighting areas that can be improved upon in terms of product or member experience
Staying up to date with all the latest developments in Tide in terms of product and process changes
Delivering honest and candid feedback to management on a regular basis
Exploring data and aiding with the reporting and tracking of the performance of products and services.