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Customer Service Adviser Full Time

at etika Manchester in Manchester (Published at 21-07-2021)

About the Company


A fully regulated finance company, etika specialises in offering financing alternatives for online retailers and their shoppers.


etika offers technology solutions and market leading financial products designed to improve ecommerce conversion and increase customer satisfaction. Dedicated to transparency, simplicity and fairness, etika helps retailers offer their customers more flexible and affordable payment terms across all sales channels. Operating and abiding by the Consumer Credit Trade Associations strict code of practice for lenders, etika promotes responsible lending.


About the Role


We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations team in our Manchester office. You'll be the first point of contact for our customers through a variety of different mediums, based on our customer?s needs; whether that be through email, calls or Live chat. You will be on hand to answer questions, deal with problems and receive feedback and compliments!


Principal Accountabilities



  • Providing the best customer support by talking directly and honestly with our customers and developing a deep understanding of what our customers really wants from us.

  • Communicating with our customers through a variety of different mediums, based on our customer?s needs; whether that be through email, calls or Live chat.

  • Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier.

  • Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them.

  • Working closely with our internal team to act as the first line of defence to help spot and investigate trends.

  • Dealing with tricky payment-related queries; investigating missing payments and Direct Debits.

  • Understanding, prioritising and escalating our customers' feedback. Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns.

  • Supporting other members in the customer support team by being a point of escalation for other CSA?s and mentoring new joiners. Plus making sure the rest of the company stays customer-focused.

  • After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team.



You should apply if:



  • you can work in our Manchester City Centre office (currently working remotely due to COVID-19)

  • care deeply about delighting our customers

  • have previous experience of working in a call centre environment

  • have the right to work in the UK

  • are comfortable using a Mac

  • you haven't applied and been unsuccessful within the last 6 months



Additional Info:


You?ll be working from our Manchester office 5 out of 7 days to make sure we are always here to help and allow customer support through email, calls or live chat. Your shift pattern will change on a weekly basis, starting no earlier than 8am and finishing no later than 8pm.


Salary & Benefits:



Basic salary: circa £22,500



Bonus: Monthly and quarterly incentives.



25 days holiday plus bank holidays



Life Assurance



Pension



Employee Assistance Program



Private Health Insurance



Cycle to work scheme



Based in a city centre WeWork office with lots of social activities and cool facilities.



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