Customer Support Specialist

Handles customer inquiries, resolves issues, and provides excellent customer service. They ensure customer satisfaction, build strong relationships and serve as a point of contact for clients seeking assistance or information.

Job Title: Customer Support Specialist

Company: Rivirall Finance LTD

Location: London / Work from home

Position Type: Full-time

Job Description:

Rivirall Finance is seeking a highly motivated and customer-centric individual to join our team as a Customer Support Specialist. As a Customer Support Specialist, you will be the primary point of contact for our valued customers, providing exceptional support and ensuring a positive customer experience. We are looking for a dedicated professional with excellent communication skills and a passion for delivering outstanding customer service.

Responsibilities:

Customer assistance: Provide prompt and courteous assistance to customers via various channels, including phone, email, and live chat. Address customer inquiries, troubleshoot issues, and provide solutions to ensure customer satisfaction.

Product knowledge: Develop a deep understanding of Rivirall Finance products and services to effectively address customer questions and concerns. Stay up to date with product updates and enhancements.

Problem resolution: Investigate and resolve customer complaints or issues in a timely and efficient manner. Escalate complex or unresolved issues to the appropriate teams and ensure follow-up until a resolution is achieved.

Technical support: Assist customers with technical issues related to our platforms and tools. Troubleshoot technical problems, provide guidance on system functionalities, and escalate technical issues to the relevant technical support teams, if needed.

Documentation and reporting: Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using our customer support software. Generate regular reports on customer inquiries, trends, and feedback to identify opportunities for improvement.

Customer feedback: Act as a customer advocate by actively gathering feedback, suggestions, and concerns from customers. Communicate customer insights to relevant teams to help enhance our products, services, and overall customer experience.

Knowledge base development: Contribute to the development and maintenance of a comprehensive knowledge base and frequently asked questions (FAQs) to empower customers to find solutions independently.

Customer retention: Build and maintain strong relationships with customers to foster loyalty and retention. Proactively engage with customers to identify their needs, provide product recommendations, and offer additional support or services.

Requirements:

  • High school diploma or equivalent. Bachelor’s degree in a related field is a plus.
  • Proven experience in a customer support or customer service role, preferably in the financial services industry.
  • Excellent communication skills, both verbal and written. Ability to effectively communicate complex information in a clear and concise manner.
  • Strong problem-solving skills and ability to handle difficult or irate customers with professionalism and empathy.
  • Exceptional interpersonal skills and ability to build rapport and establish trust with customers.
  • Proficiency in using customer support software and tools. Experience with CRM systems is a plus.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Detail-oriented with strong organizational skills.
  • Positive attitude, patience, and a genuine desire to help customers.
  • Availability to work flexible hours, including weekends and holidays, as customer support may be required during non-business hours.

Join our team at Rivirall Finance and be part of a company that is dedicated to delivering exceptional customer support and building long-lasting relationships with our customers. If you are passionate about providing outstanding customer service and thrive in a dynamic and fast-paced environment, we would love to hear from you.

To apply, please submit your resume, cover letter, and any relevant certifications or work samples to [email or application link].

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Rivirall Finance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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