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Customer Care Specialist - IPF Digital Poland

Full time
Warsaw, Poland
£ Competitive + benefits

The purpose (in a nutshell) of the Customer Care Specialist role is…
This amazing opportunity offers a once in a lifetime chance to be part of the compact team of service specialists that will support the launch and growth of a brand new digital business in Poland.

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

Key role responsibilities of the Customer Care Specialist role are to…

1. Growth
Deliver customer growth, meeting and exceeding expectations
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
Identify opportunities to grow and develop the business through acting on process improvements and great ideas
Look for ways to simplify and automate any administrative processes you are responsible for executing

2. Operational Excellence
Be aware and focused on performance data and metrics, supporting yourself and the team to improve and exceed targets
Seek to improve business performance
Meet and exceed our service standards
Care about the business and the customers you support; ensuring you develop and follow appropriate policies and procedures to manage the customer experience well
Focus on the details; process and handle data carefully
Be flexible in approach to ensure we can remain operational during the hours of 8am-9pm as a minumum
Fully maximise on technology that is available

3. Customers
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
From the offset, maintain and deliver high levels of customer service in handling transactions, administering processes connected to the loan application and in dealing with collection of payments
Handle all complaints in a pragmatic and focused way, taking learning and being focused on customer retention and advocacy
Pro-actively manage arrears, treating customers as you would like to be treated

4. People
Be a great team member, supporting your team to be efficient, focused and generate profit
Be an ambassador of the brand, bringing it to life in every interaction (virtual and real life)

5. Finance
Look for ways to reduce costs and save money
Treat this business like it is your own

To apply for the Customer Care Specialist role, you will have…

None – we care about who you are as a person, your attitude and what you can bring

Fluent in verbal and written business English (desirable)
Problem solving
A great listener
Know how to sell
Great IT skills and able to use and work with social media
Able to work with ambiguity
Innovative, inquisitive
A great communicator

Working with customers
How to provide great customer service

Collections and customer service experience
Worked within digital financial services (Desirable)

What are the key role dimensions?
Reporting to: Customer Care Manager, Digital (Poland)
Your job level: Staff
Based In: Poland
Financial/budget responsibility: None
Your people responsibility: None but you will be part of and help create a high performing team

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