Job Description
At Truevo, we love to solve problems and deliver solutions that will lead to customer success. We’re looking for people to join our growing Customer Service team who have a customer-centric mindset, are great communicators, and want to learn and grow within a dynamic team.
Responsibilities
- Deliver Exceptional Customer Support:
- Provide high-quality customer support to external and internal stakeholders across various channels, including phone, email and internal chat.
- Extend second-line support to Truevo partners to ensure comprehensive assistance.
- Technical Support:
- Serve as the first line of technical support for all customers.
- Continuous Support Availability:
- Work flexible shifts, including weekends and public holidays, to ensure required support coverage.
- Collaborate with internal teams to maintain uninterrupted support operations.
- Ownership and Resolution:
- Take full ownership of customer queries, ensuring prompt and efficient resolution.
- Investigate reported errors / issues, escalating when necessary.
- Proactive Transaction Monitoring:
- Monitor for potential problems, taking immediate action where possible and escalating as needed.
- Contribution to Improvement:
- Actively contribute ideas and suggestions to enhance overall customer support.
- Collaborate with other departments to resolve problems and facilitate effective solutions.
- Knowledge Management:
- Contribute to and maintain an up-to-date internal knowledge base.
- Utilise CRM tools for efficient management and tracking of customer interactions.
- Continuous Improvement Initiatives:
- Contribute to ongoing initiatives focused on continuous improvement in customer support.
- Product and Service Knowledge:
- Stay informed about changes and updates to Truevo’s products and services.
- Adherence to Policies:
- Strictly adhere to all company policies, procedures, and guidelines.
- Operational Efficiency:
- Perform, organise, and streamline operational tasks to minimise the potential for errors.
- Professional Development:
- Continuously learn and enhance product and job knowledge to deliver service excellence.
Skills Needed
- The ability to work in a dynamic environment and under pressure.
- Be able to work independently and as part of a team (a team player).
- Ability to grasp technical concepts quickly and convey them in a user-friendly manner.
- Must be customer-orientated and service-driven.
- Proactive and excellent problem-solving skills.
- Must be organised and detail-orientated and an excellent communicator.
Requirements
- 2+ years experience in a customer service environment with exposure to IT operations or service industry, Fintech or banking preferred.
- Willing to work a flexible schedule (shifts) and occasional overtime when needed.
- Excellent command of the English language, both written and verbal.
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