Customer Care Process Specialist - IPF Digital Poland

Full time
Warsaw, Poland
£ Competitive + benefits

Your Purpose
You are responsible for ensuring that the customer has a seamless, speedy and high quality experience during the application process, their queries and needs are met. You will undertake a broad range of customer focused activities that span the full customer journey, ranging from resolving telephone, email and web based queries, handling complaints, undertaking administrative activities along the customer journey, supporting investigative activities around fraud and identifying process improvements.
In addition you will have a chance to offer second level technical support to our Call Centre agents and to CC Specialists In-House. You are the main support to CC Coordinator in Poland. You will get a chance to suggest IT developments and track our development plan with help from CC Coordinator.

You will do this with personality, flexibility, customer focus and a desire to continuously learn and improve our processes.

What you will be required to deliver in your new role?
• You will be responsible for checking daily that our systems are working properly and creating checklist
• You will support verification team with their daily work with customers loan applications
• You will be answering brokers questions received via email and on Skype groups
• You will be the main link between Customer Care and IT – creating incident tickets to Jira and following up and informing team and Customer Care Coordinator on the updates.
• Describe bugs for IT team in Jira. Being the main contact IT would inform on updates.
• Support testing new functionalities which are built in customer journey, as agreed with Customer Care Coordinator,
• Think new solutions and ideas how we can make our customer journey easier and more helpful for the customer.
• You will be the report-wizard for everything Sales Force related and help out Customer Care Coordinator and your team with statistics if needed.
• Through delivering excellent customer service you will identify all opportunities for sales and growth
• You will be flexible and pragmatic about how you spend your time, balancing a broad range of business needs to ensure that the business is successful in growing in a cost effective way
• You will identify opportunities to grow and develop the business through acting on process improvements and great ideas
• You will look for ways to simplify and automate any processes you are responsible for executing
• Care about the business and the customers you support; ensuring you develop and follow appropriate policies and procedures to manage the customer experience well
• Be flexible in approach to ensure we can remain operational during our opening hours
• Love our customers and enjoy interacting with them in a friendly but focused way; whether by email, social media, telephone or in person
• Seek every opportunity to increase our customer base
• Be an ambassador of the brand, bringing it to life in every interaction (virtual and real life)
• You will send databases with customer data to our partners in order to carry out marketing campaigns in accordance with the company's current activities (if needed)

So, what skills, knowledge and experience do you have?

Fluent in verbal and written English (desirable)
Problem solving
A great listener
Techy from the personal interest
Know how to sell
IT skills
Innovative, inquisitive
A great communicator

Working with customers
How to provide great customer service
Knowledge of sales through delivering great service

Customer service experience (Essential)
Worked directly with customers (Essential)
Experience in driving verifications and sales, personally and also as part of a verification team (Essential)

What are the key role dimensions?
Reporting to: Customer Care Coordinator, Digital (Poland)
Your job level: Staff
Based In: Warsaw, Poland

Your application will be treated with absolute confidentiality.