Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
About the job
- We are in search of a Digital Support Consultant who is passionate about providing exceptional customer service. The Digital Support Consultant provides essential customer support, technical troubleshooting, and guidance to clients.This position plays a pivotal part in enhancing client satisfaction, driving product adoption, and contributing to company growth.
Key roles and responsibilities:
Customer Assistance:
- Provide prompt and courteous support to customers through digital channels such as email, chat, social media, and possibly phone calls.
Problem Resolution:
- Address customer inquiries, issues, and complaints by identifying and implementing effective solutions, including troubleshooting technical problems and assisting with account navigation.
Product Knowledge:
- Develop a deep understanding of Spot Money’s products and services, staying updated on changes and updates to enhance customer assistance.
Documentation:
- Maintain detailed records of customer interactions and resolutions for tracking issues and trends, contributing to reporting and process improvements.
Communication:
- Clearly and effectively communicate with customers, ensuring understanding of provided information and required actions.
Compliance:
- Ensure that all interactions with customers adhere to relevant regulations and company policies, particularly in the financial industry.
Cross-Selling and Upselling:
- Identify opportunities to promote additional products or services based on customer needs and preferences.
Feedback Collection:
- Gather customer feedback to improve Spot Money’s products and services, relaying insights to the appropriate teams.
Training and Self-Development:
- Stay updated with industry trends and best practices in customer support, participating in training sessions for skill enhancement.
Team Collaboration:
- Collaborate with colleagues and other departments to ensure a seamless customer experience.
Performance Metrics:
- Meet or exceed performance metrics and key performance indicators (KPIs) such as response time, customer satisfaction scores, and resolution rates.
Problem-Solving:
- Develop and implement creative solutions to complex customer problems and challenges.
Continuous Improvement:
- Continuously evaluate and suggest improvements to customer support processes and tools for enhanced efficiency and customer satisfaction.
Crisis Management:
- Handle high-pressure situations and crises effectively, ensuring prompt and professional resolution of customer concerns.
Security Awareness:
- Be vigilant about cybersecurity and data protection to prevent fraud and protect customer information.
Requirements :
Education, experience, attributes:
Knowledge, skills and attributes:
- Team Leadership
- Expert Communication
- Analytical Thinking
- Problem-Solving Skills
- Proficiency in Relevant Software (e.g., Microsoft Word, Excel, PowerPoint, Zendesk)
- Flexibility to perform ad-hoc tasks as per business needs.
Education and training:
- Relevant tertiary qualification
- Strong knowledge of financial products, services, and regulatory requirements, particularly in the digital banking or fintech industry.
Experience:
- Two years of experience in customer service roles within the financial services sector, with a demonstrated progression in responsibilities.
- Client Relationship Management.
