Customer Administration Specialist

Summary

Join Zigzag as a Customer Administration Specialist and work from home with quarterly in-office engagements! This role focuses on ensuring positive customer interactions throughout their lifecycle, encompassing onboarding, support, and offboarding. You will manage the entire customer journey, addressing inquiries, resolving issues within SLAs, and collaborating with various teams. The position requires strong communication, problem-solving, and CRM skills. You will also contribute to process improvements and participate in training programs. This role is ideal for someone with at least 3 years of experience in a similar environment, preferably within Banking, Fintech, or Payments.

Requirements

• At least 3 years in a similar role, ideally within Banking, Fintech, Payments, or a fast-paced customer support environment
• Strong fluency in English (written and spoken), with sound ability to empathise with customer situations. Excellent interpersonal and problem-solving skills. Candidates will be required to complete a written response trial to demonstrate these skills
• Skilled in CRM tools e.g. Salesforce and other ticket management platforms
• Strong ability to analyse data, identify trends, and develop actionable insights
• Positive, self-motivated, and accountable, thriving in a fast-paced and dynamic environment

Responsibilities

• Manage the end-to-end onboarding process for new customers, ensuring all requirements are met, concerns and questions addressed, and expectations are exceeded
• Perform Customer Due Diligence checks to inform the Risk and Compliance team decisions
• Serve as a primary point of contact for all customers providing timely, clear, and professional communication
• Address customer inquiries and issues through email and Slack, offering high-quality support and ensuring resolution within established SLAs
• Work closely with the rest of the business to ensure that any customer feedback is shared and used to improve processes and products
• Assist customers with any account issues post-onboarding, ensuring a smooth experience as they become long-term clients
• Manage the end-to-end offboarding process in collaboration with internal teams (Finance, Account Management, Technical Support, and other relevant teams) to ensure smooth offboarding
• Continuously analyse business processes and customer feedback to identify areas of improvement
• Contribute to the development of new initiatives that enhance the overall customer experience and streamline processes
• Participate in training programs to stay updated on product offerings and best practices in customer service

Preferred Qualifications

Technical skills and understanding are highly desirable in this role