Customer Service Excellence Specialist
hace 18 horas
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Excellence Specialist. In this role, you will be responsible for delivering exceptional customer service and quality in accordance with our Service Level Agreements.
Key Responsibilities- Provide a first line of contact for customers, responding to post-payment queries and resolving issues in a timely and efficient manner.
- Ensure that all relevant information is accurately and completely input into our systems, and update cases and clients regularly in accordance with agreed SLAs.
- Act as a bridge between Sales, Client, and Operations teams, proactively managing and controlling work levels to ensure SLAs are met.
- Undertake training for new starters, including basic training and overviews for new employees around the business.
- Take personal responsibility for preventing potential financial loss to Convera and ensure the correct escalation process is always followed.
- Experience of a busy team in a client-facing function within the financial services sector.
- A passion for excellence in customer service and customer management, with a proven track record for embedding this passion in team culture.
- Ability to lead by example and deliver service excellence to customers, maintaining and exceeding targets and meeting tight deadlines.
- Excellent communication and listening skills, with the ability to network and build internal/external relationships at all levels.
- Able to identify own development areas and training needs, with a strong desire to succeed and exceed personal and team targets.
- Highly driven, with analytical capacity and innovative problem-solving skills, high degree of professionalism, and confident, assertive style.
- Market competitive monthly gross salary: $45,000 - $60,000 per annum.
- Opportunity to earn an annual bonus (based on role level).
- Great career growth and development opportunities in a global organization.
- Generous insurance (health, disability, life), paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
- Paid volunteering opportunities (5 days per year).
- Hybrid mode, 2 days at the office, shift: 8:30-5:30pm Monday to Friday.
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