Our client, a fintech business in the banking sector, is currently seeking a Customer Support Specialist to join their dynamic team. The role focuses on providing outstanding support to users while overseeing the daily operations of multiple kiosk locations. This position plays a crucial role in ensuring operational efficiency and upholding high standards for customer experience in line with the business's commitment to community well-being and innovation.
Key Responsibilities:
- Serve as the primary contact for customer enquiries by phone, email, chat, or in-person.
- Assist users with onboarding, account setup, and transaction-related questions.
- Troubleshoot basic technical issues and escalate to the appropriate teams for resolution where necessary.
- Accurately log, categorise, and prioritise incidents, service requests, and problem tickets.
- Monitor customer feedback and contribute to service improvement initiatives.
- Prepare and deliver timely reports on a weekly, monthly, and ad-hoc basis.
- Ensure continuous availability and smooth operation of kiosk services through remote monitoring.
- Travel to customer sites as required.
- Work on weekends (minimum one weekend day).
Job Requirements:
- NVQ Level 3 or higher.
- Experience in using CRM systems, ticketing tools, and social media platforms.
- Strong working knowledge of MS Office and Google Workspace.
- Excellent communication and engagement skills with internal stakeholders and customers.
- Ability to plan and prioritise effectively to meet changing priorities and demands.
- Customer-focused, with a strategic and commercial mindset.
- Ability to engage and influence stakeholders at all levels in the company.
- Analytical and systematic approach to problem-solving; able to make decisions under pressure.
- Good time management skills, proficient in planning, organising, and driving solutions to complex issues
If you are a Customer Support Specialist or a grad looking to advance your career in a forward-thinking environment, we would love to hear from you. Apply now to join our client's dedicated team and contribute to their mission of delivering accessible, community-focused financial solutions.
