Customer Support Specialist

What's the role about

At Paysend we know just how crucial it is to provide customers with the best possible assistance in using our service.

We are looking for the candidates to join our team in helping to create the most innovative customer oriented fintech platform. 

Key Responsibilities

• Communication with our B2C customers to handle and resolve queries within SLAs
• Escalate and liaise with our teams internally to investigate issues and to find a resolution
• Develop subject matter expertise in all areas of B2C (products, systems & processes) at Paysend and ultimately put our customers at the heart of every decision
• Continuous Improvement - identify trending issues and escalate concerns accordingly
• Continuous Improvement - reviewing current processes, templates and internal systems and making suggestions on improvements that would enhance the customer experience or help them to self-serve

Skills/Competencies

• Experience working in a CS environment, preferably B2C
• Strong communication skills with sound decision-making skills
• Willingness to take ownership of tasks & investigations and own the outcome
• Self-motivated with strong organisational skills and a methodical approach to problem-solving
• Strong interpersonal skills to communicate with internal and external stakeholders
• Ability to work in a pressurised environment with varying deadlines and priorities
• Analytical - look for trends in issues and take corrective actions to reduce or eliminate these
• Ability to work both independently and as part of a team

Desired skills/experience would include

• Knowledge of general operations within financial services/FinTech
• Working in a Financial Services or FinTech company
• Working knowledge of Zendesk (or similar CRM)
• Understanding, or awareness of KYC and/or AML