Customer Service Specialist handling mortgage inquiries via phone and professional interaction. Providing timely resolution for borrowers in a compliant, hybrid work schedule.
About the role
- Manage the customer journey from activation to ongoing product use, ensuring satisfaction and retention. Identify upsell/cross-sell opportunities and provide data-driven insights to improve product and service delivery.
Responsibilities
- Monitor the customer journey from activation through ongoing product use;
- Identify opportunities for account expansion and retention (upsell and cross-sell in partnership with the Sales and Projects teams);
- Track success metrics (NPS, churn, health score, activation time, etc.);
- Act as the voice of the customer internally, bringing feedback and insights to improve the product and customer support;
- Produce reports and analyses on customer performance and satisfaction;
- Work consultatively to help customers achieve tangible results with the company’s technology.
Requirements
- Bachelor’s degree (Business Administration, Technology, or related fields);
- Previous experience in customer service, support, or Customer Success at technology or SaaS companies;
- Strong verbal and written communication skills;
- Analytical mindset with the ability to interpret data and propose solutions;
- Comfortable using CRM and customer management tools;
- Organized, empathetic, and results-oriented;
- Experience with CS metrics (NPS, churn, health score);
- Knowledge of software implementation or project management;
- Experience in the construction tech (construtech) or SaaS sector.
Benefits
- Work-from-home allowance;
- Profit sharing (PLR);
- Meal voucher;
- Transportation voucher;
- Health insurance;
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Service Specialist helping borrowers with mortgage inquiries through calls and support tasks. The role includes tracking, follow - ups, and resolving customer issues.
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