Customer Services Consultant

SUMMARY:
We urgently require an energetic Customer Services Consultant with a fintech or financial industry background to start asap. HYBRID working and loads of benefits, with an awesome culture and team.
Purpose of this role is to oversee and manage the entire complaints and escalation process within the customer experience team, ensuring service level agreements are met, issues are resolved proactively, and customer interactions are continuously improved.

POSITION INFO:
Minimum Requirements:

1. At least 2 years solid experience in customer service, or dealing with escalations (essential)
2. Fintech or financial services industry experience preferred
3. Excellent written and verbal communication skills
4. Ability to work independently and in a team environment

• Act as main contact for customer complaints, queries and escalations
• Assess and resolve any escalations that fall within SLA
• Work with other departments to resolve issues timeously
• Create articles and frequently-asked-questions for clients to review and educate self
• Conduct refresher training for team members
• Suggest improvements to meet SLA targets
• Provide reports on customer main issues
• Work with Manager to work on corrective actions
• Monitor outcomes to ensure changes are incorporated
• Ensure no backlogs and that customer requests are assisted on time
• Provide support to team members when needed