Our client specializing in the Fintech industry is seeking a Customer Care Specialist (Hybrid/Remote). Your roles and responsibilities will in
Act as the main point of contact for clients, assisting them with any questions or concerns about their custom payment solutions.
Address inquiries by understanding the requirements, conducting research, and providing detailed responses or explanations.
Identify and resolve technical or financial issues by thoroughly investigating the root cause, exploring possible solutions, and offering alternatives when necessary.
Escalate unresolved issues to the appropriate business or system owners, ensuring timely resolution and maintaining open communication channels with clients
Conduct client training sessions on the use of our systems, platforms, and procedures, enabling clients to fully benefit from offerings.
Accurately document and update all client interactions and activities in CRM system, maintaining detailed records for future reference and analysis.
Ensure all actions are performed in accordance with Key Performance Indicators (KPIs) and Service Level Indicators (SLIs)
Working hours - Shift basis (no night shift)
7:00am - 4:00pm
8:00am-5:00pm
9:00pm - 6:00pm
10:00am-7:00pm
Saturday off
Sunday roster basis - time in lieu week after
.
Requirements
Possess good interpersonal skills for building relationships with clients and colleagues at all levels
Proficient in time management and capable of managing multiple tasks and prioritising work in a deadline-driven environment
Problem-solving abilities and attention to detail, with a focus on delivering exceptional customer service
Education and Experience
Computer proficiency, especially Microsoft Excel.
Previous experience in customer support, or a similar role within the financial services industry, would be advantageos
