Customer Care Technical Support Specialist - IPF Digital Estonia

Full time
Permanent
Tallinn, Estonia
£ Competitive + benefits

Your Purpose
You are responsible for ensuring that the customer has a seamless, speedy and high quality experience during the online application, their queries and needs are met in a fun yet focused way and where there are payment difficulties that we engage in dialogue and process to bring their payments back on track. 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, making collections calls 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 Manager in Estonia regarding our CRM program. You will get a chance to suggest IT developments and track our development plan with help from CC Manager.

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
• You will observe daily that all allocations and all payments, are imported correctly and if needed manually fix allocation
• You will be the main link between Customer Care and IT – creating tickets to Jira and following up and informing team and Customer Care manager on the updates.
• Describe bugs for IT team in Jira. Being the main contact IT would inform on updates.
• Test new functionalities which are built in customer journey; Think new solutions and ideas how we can make our customer journey easier and more helpful for the customer.
• Be responsible for business rule descriptions in Confluence and main contact for editing the documents in Confluence.
• You will be the report-wizard for everything Sales Force related and help out Customer Care Manager and your team with statistics if needed.
• Through delivering excellent customer service you will identify all opportunities for sales and growth
• You will be responsible for ensuring that customer queries received via telephone, email and other sources are resolved with speed, efficiency and in line with our brand proposition
• You will make outbound customer welcome calls upon the disbursement of their loan, building connections and ensuring that you embody our digital brand ( If needed).
• You will monitor and track customer payments, in line with the collections strategy.
• You will make outbound calls to customers to support them with making their online payments ( If needed)
• For those customers having difficulties making payments, you will provide support and guidance, ensuring the customers are aware of their financial obligations to us but putting in place solutions that meet both our needs
• 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 administrative 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 like to take a part of technical developments regarding our CRM program

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

Skills:
Fluent in verbal and written Estonian (essential)
Fluent in verbal Russian (desirable)
Fluent in verbal and written business English (desirable)
Problem solving
A great listener
Techy from the personal interest
Know how to sell
Great IT skills and able to use and work with social media
Able to work with ambiguity
Innovative, inquisitive
Flexible
A great communicator

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

Experience:
Customer service experience (Essential)
Worked within a collections environment, taking customer payments (Highly Desirable)
Worked within digital financial services (Desirable)
Worked directly with customers (Essential)
Experience in driving sales, personally and also as part of a sales team (Desirable)

What are the key role dimensions?
Reporting to: Customer Care Manager, Digital (Estonia)
Your job level: Staff
Based In: Tallinn, Estonia

Your application will be treated with absolute confidentiality.