Customer Success Executive

Eco-friendly holiday currency startup

  • Location : All London, Central London, Remote
  • Salary : £20,000 - £25,000
  • Contract : Full Time
  • Nearest Station : Victoria
  • Application Closing Date : 24 October 2021
  • Placement : Graduate Job ( permanent )
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    • All London, Central London, Remote
    • £20,000 - £25,000
    • Full Time
    • Victoria
    • 24 October 2021
    • Graduate Job ( permanent )

    Company Description

    This company is on a mission to change how people spend abroad by eliminating your bank’s charges for international purchases. Not only can their customers save money, through the company’s partnerships with environmental organisations they allow customers to offset some of the environmental impact of their travel in a simple and convenient way.
     
    They have achieved a lot in a short space of time: received their license from the Financial Conduct Authority, became a Principal Member of Mastercard, partnered with all the leading UK banks, and built and launched a unique consumer product. With the return to travel this summer, and the launch of their small business product, the company has been going from strength to strength and it’s going to be an exciting journey ahead.
     

    Job Description

    They are looking for an enthusiastic and hardworking candidate to join their Customer Success team. Your core responsibility will be to resolve customer queries in a friendly and efficient manner, primarily via email, and also covering their live chat function. The role also includes completing customer onboarding duties, such as KYC checks. There is a lot of opportunity for growth in this role and the ideal candidate will be ambitious and willing to take on additional responsibilities. This is a small team, and you will be working closely with Compliance, Operations and Marketing, to ensure the smooth day to day running of business and that customer experience is always optimised.
     
     
    Key Responsibilities
    • Providing exceptional customer support to resolve a variety of customer queries via email and social media in line with their values and tone
    • Covering the live chat function to provide immediate support to customers
    • Helping customers through the onboarding journey including completing KYC, PEP and Sanction checks
    • Answering complex payment-related questions
    • Acting as the first line of defence to identify and escalate high risk customers
    • Reviewing and escalating customer feedback as appropriate
    • Consistently thinking of ways to improve the overall customer experience
     
    Key Skills
    • Excellent written English
    • Proactive
    • Problem solver
    • Exceptional attention to detail
    • Ability to prioritise and balance workload
    • Flexible attitude to ever changing work environment
    • Flexible work schedule (some weekend and bank holiday cover will be required)
     
    Perks
    • 25 days holiday plus bank holidays
    • Share options
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