Description:
Expand your knowledge and establish a career in the Fintech space with this exciting opportunity to work at one of Australia's top employers! Take on a leadership role in a newly established team, where you can grow your experience with a focus on providing the best customer support and improving internal processes.The Role:
As Senior Customer Care Specialist, you will be an integral member of the customer care team, delivering a high level of support to customers. Take on complex customer inquiries, driving satisfaction, and mentor the customer care team members through leading by example. You and the team will be the first point of contact, providing guidance and resolving concerns with professionalism and in a timely fashion.
Working together with internal teams, you will analyse processes and provide improvement suggestions based on the data.
Key Responsibilities:
- Customer Service and Support: Provide a high level of customer service through inbound calls, handle complex inquiries, and lead the team by example.
- Data Maintenance and Reporting: Ensure data integrity is on point and report on key metrics, providing insights and recommendations on improvements that can be made.
- Relationship Building: Develop relationships with clients and drive customer retention.
- Industry Compliance: Learn about financial and regulatory guidelines and ensure customer interactions are in line.
- Improve Processes: Understand key metrics and utilise customer feedback to collaborate with the operations team in order to improve ratings and boost retention and satisfaction ratings.
- Cross Team Collaboration: Utilise team work cross departmentally to seamlessly resolve customer issues and address queries.
Key Qualifications & Skills:
- Proven experience: 4+ years in a Customer Service or Account Management style role where Client Experience is a priority.
- Demonstrated Initiative: Either experience in a management/team lead position or a track record of taking the extra step in previous roles, including mentoring others and training of new staff.
- Problem Solving: An ability to use empathy and communication to understand the root of customer issues and the individual business needs in order to effectively solve issues.
- Communication and Presentation: A history of delivering clear communication to customers and ability to report and present relative information to stakeholders effectively and concisely.
- Data Driven and Analytical: Proven capabilities in identifying trends and analysing data to uncover actionable insights and improve processes.
- Proficiency in Microsoft Office and CRM platforms: Designing presentations and ensuring quality data is a must - experience with salesforce is highly regarded.
- Target Driven: Previous experience in working towards KPI's and targets with high performance.
- A Positive Attitude: Leading the team from the front with a positive outlook and drive to perform.
- Financial Services: Experience in a financial services setting is a plus!
What's in it for you:
- Work with one of Australia's Top Employers.
- A supportive and community focused environment with team events.
- Opportunities to expand your career and grow within a Fintech company.
- Generous pay structure which recognises performance and rewards excellence.
- Fully stocked kitchen.
- Health and Wellness initiatives.
- Hybrid work model.
Scale your career and get excited to enter the evergrowing FinTech space with one of the best employers in the country - hit Apply Now for a confidential conversation.
21 Mar 2025;
from:
uworkin.com