Title Support Specialist ensuring accurate loan administration and member support at Global Credit Union. Processing collateral notes and releasing titles efficiently while responding to member inquiries.
About the role
- Customer Support Specialist for Coda managing inquiries via multiple digital platforms. Collaborating with teams to deliver efficient solutions while contributing to client success.
Responsibilities
- Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
- Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
- Collaborate with internal teams to escalate and resolve complex customer issues.
- Stay updated on company products, services, and policies to provide informed and accurate support.
- Monitor customer feedback from digital platforms and share insights for process improvements.
- Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback.
- Proactively develop a strong understanding of the gifting sector and the clients we support.
- Ensure response times meet service-level agreements (SLAs) and quality benchmarks.
Requirements
- Proven experience in customer support or client servicing, preferably managing digital communication platforms.
- Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
- Proficiency in English for effective communication.
- Strong written communication skills with a customer-first approach.
- Proficient in using with CRM tools and ticketing systems such as Zendesk preferred
- Excellent problem-solving skills, highly organised with exceptional attention to detail.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Willingness to work in shifts, including weekends and holidays, as needed.
Benefits
- We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes.
- Our goal is to foster an inclusive environment where everyone feels welcome and valued.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Support Specialist managing accurate administration of loan - related tasks at Global Credit Union. Verifying loan statuses, processing titles, and ensuring member support.
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