Customer Operations Executive (French or Spanish speaking)

About the role

The Customer Operations team at Liberis is a global, multi-skilled team under the Global Operations umbrella. The team provides the best experience to merchants and partners, ensuring a smooth onboarding and ongoing support. They collaborate closely with departments such as Sales, Underwriting, Treasury, and Collections to ensure a seamless customer journey.

Responsibilities

• Be the main point of contact for all existing customers by responding promptly and professionally to customer inquiries via inbound calls, emails, and live-chat.
• Collaborate with other departments to make the customer journey quick, positive, and frictionless.
• Identify and solve customer payment queries.
• Use your bilingual skills to assist customers who require support in their respective languages.
• Own the customer query and investigation from point of escalation through to resolution.
• Be open-minded and offer alternative solutions with the aim to help every customer. Contribute to the NPS score via effective customer issue prevention and resolution.
• Perform admin tasks for in-life customers.
• Strong ability to multitask and prioritize tasks in a fast-paced work environment.
• Active listening skills to understand and address customer needs.
• Use Salesforce CRM, Zendesk, and other software tools.
• Provide support to the colleagues in your team for quick customer resolution. Fill in when needed for other in-life teams and colleagues.
• Work as part of a close-knit team with a shared vision of doing right by the customer.
• Demonstrate Liberis values: to be open, interested, proactive, and bright.

Requirements

• Fluency in the Spanish or French languages (in addition to English) is essential.
• You have previous experience or an interest in a career in FinTech.
• You love talking to customers to find ways to solve problems efficiently and independently.
• You can manage a continuous high workload by being able to plan and prioritize. However, you also enjoy the daily rush of unexpected new tasks and can adapt quickly.
• You want to support on additional projects which will support your development.
• You have strong analytical skills, and are comfortable working with numerical data to assist you with customer queries.
• You want to grow within Liberis, with an opportunity to develop and evolve this role further.

Qualifications

• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with customer service and problem-solving.
• Proficiency in Microsoft Office Suite.
• Knowledge of Salesforce CRM and Zendesk.

Skills

• Excellent written and verbal communication skills in Spanish or French.
• Strong analytical and problem-solving skills.
• Ability to multitask and prioritize tasks effectively.
• Experience with customer service software.

Benefits

• Competitive salary and benefits package.
• Flexible working hours and a hybrid work policy.
• Opportunities for professional development and growth within the company.
• Participation in Liberis' mission to empower small and medium-sized businesses.

Pay

Salary range: £30,000 - £40,000 per annum, depending on experience.

Schedule

Hybrid working policy requiring team members to be in the office at least 3 days a week, but ideally 4 days.