Customer Service Advisor London, England
Job description
Who we are?
Here at Blackthorn, we are a strong and driven company that is growing fast. We offer endless amounts of opportunities and exposure to a wide range of financial service products. You might be thinking what is it that we do? Well, we are a digital banking alternative that provides its customers with multi-currency payments accounts, to facilitate cross border transactions connected to all major payment networks. Enabling corporate companies and individuals to transact with their counter parties worldwide.
Here at Blackthorn, we have some very exciting projects and plans ahead of us, from moving into the European market to building a bank.
What does this mean for the right candidate? You will be a core element in the growth and progress of Blackthorn. You will be faced with challenges that will allow you to grow and establish yourself in the Fintech Industry.
This role has real potential for career growth. The Company is part of a group structure and will ultimately service multiple companies in Operations, Development and Customer Service. We are looking for a dedicated Customer Service Manager who brings the vision for growth and service excellence and will bring our customer service team along for this journey.
Responsibilities and Duties
- Respond to queries via email, phone, Live Chat.
- Providing information about the use of Blackthorn's services.
- Providing the appropriate service and information or referring clients to another department.
- Manage relationships with customers by providing fast, accurate and helpful responses to queries
- Resolve customer queries through the most effective means in a professional but friendly manner.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Resolve customer issue by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Always look to pro-actively support customers
- Be an ambassador for the Blackthorn brand.
- Knowing our products inside and out so that you can answer questions.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Maintaining an acceptable level of product knowledge by keeping up-to-date with product.
- Feeding issues back to the CS team Leader or Manager.
Skills & Behaviours
- Excellent interpersonal and active listening skills
- Clear communication skills and a strong command of the English language
- Strong attention to detail
- Working knowledge of customer relationship management (CRM) tools
- Ability to work well in a team
- Multitasking skills and good organisational abilities
- In-depth knowledge of customer relationship management (CRM) principles
- Ability to work calmly under high-stress situations
Job Type: Full-time
Salary: £23,500.00-£29,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Gym membership
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London, Greater London: reliably commute or plan to relocate before starting work (required)
Work Location: In person
