Customer Expert providing high - quality customer support in Italian for a global brand based in Athens. Work remotely or onsite in a vibrant city.
About the role
- Bilingual Customer Experience Specialist at Fintech startup Fig dedicated to improving customer support. Focused on supporting B2C customers through phone, live chat, and email inquiries.
Responsibilities
- Be the customer champion, understand customer needs, uncover root causes behind issues and go above and beyond to help customers find solutions.
- Help customers through our various support channels (Phones, Emails & Chat). This includes answering questions about the product, helping customers with their application/loan and investigating issues.
- Understand Fig’s business and its products and keep up to date with product changes and enhancements.
- Identify potential bugs and product enhancements through customer feedback and surface your findings appropriately.
- Understand our internal tools and resources (Salesforce, Freshdesk, Onfido, Flinks, etc), and how best to utilize them when troubleshooting complex issues.
- Follow internal workflows and processes with strong attention to detail.
- Help to drive positive change throughout your team, department and Fig as a whole by sharing your opinion and feedback.
- Analyze customer interactions and support data to identify trends, recurring issues, and opportunities to improve the borrower experience.
- Partner with Product team by translating customer feedback and support data into actionable insights.
Requirements
- You are fully bilingual, with exceptional communication skills, both written and verbal, in English and French
- You excel at problem solving, have great troubleshooting abilities and are resourceful.
- You are a great communicator and are able to communicate clearly and concisely both over email, chat and over the phone.
- You are empathetic and put yourself into the shoes of our borrowers and understand their perspective and point of view.
- You are eager to learn, are curious and hungry for knowledge.
- You embrace change, value change and are excited by it.
- You believe that change equals growth for yourself and for Fig.
- You like teamwork and thrive in a collaborative work environment.
- You are a supportive teammate who is reliable, inclusive, positive and believe that working together is often necessary to achieve our goals.
- You are curious and analytical. You enjoy digging into data to uncover patterns and root causes behind customer issues.
- You are comfortable working with dashboards or datasets to extract insights and make recommendations.
Benefits
- Cash compensation made up of 1) competitive base salary (C$50 - 60k) 2) annual bonus based on company performance
- Retirement savings program with employer matching.
- Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts.
- Generous time off to help you recharge.
- Parental top-up to support your growing family.
- Continuing education stipend to support your professional development.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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