Customer Service Associate

Summary

Join Tide in their mission to empower small businesses and help them save time and money as a Customer Service Associate.

Requirements

• You are comfortable talking to customers (phone, chat, email) and experience liaising with and responding to member queries (however difficult)
• You have 1-4 years of experience as a customer support associate
• You are willing to handle customer requests via chat, phone, or email
• You enjoy finding novel ways to solve difficult problems
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You have excellent spoken and written English skills (C1 or higher)
• You are proactive, ready to take decisions and have strong organisational skills and morale
• You have relevant experience working in customer service
• Having finance industry experience is considered an asset
• Graduation is a mandatory consideration to apply for this role

Responsibilities

• Leading day-to-day direct communication with customers over chat and email, and, whenever needed - over the phone (perform outbound calls to customers when requested by them)
• Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones
• Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance)
• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits
• Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks
• Going through multiple tailor-made trainings and courses to help you elevate your skillset and knowledge and make the next step in your career with Tide
• Working on night shifts, weekends and holidays included, based on a schedule that takes into account your preferences, but also meets the needs of the business

Benefits

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities