Customer Care Specialist

Creditstar Group is a rapidly growing international consumer finance company, headquartered in Tallinn, Estonia and operating in multiple European markets.

At the core, we are a financial technology company that uses automated processes, algorithms and data analysis to make financial instruments easily available to a population of more than 175 million people in our target markets. We are a team of ambitious professionals who value innovation, effective efficiency, high growth, and high performance. For more information on the group, please visit www.creditstar.com.

Our vision is to build and deliver digital banking products of the future. If you want to be part of this, here is your chance.

YOUR POSITION: CUSTOMER CARE SPECIALIST.

YOUR ROLE:

We are looking for a self-driven and motivated person, with excellent communication skills in English (written and spoken). Your everyday work will include communication with customers and supporting the team with all tasks related to customer care. You will be part of the Smartsaver Customer Care team, where you will take on an all-rounded role, handling a variety of different tasks, and be the first point of contact of the business. 

YOUR RESPONSIBILITIES:

• Managing and maintaining existing customer relationships and replying to all incoming and outgoing enquiries via email and chat, building relationships and maintaining trust at all times.
• Customer administration. Including but not limited to reviewing account information and customer information, document administration, ensuring information accuracy as well as creating reports for different stakeholders
• Customer service as per the set customer service standards (including answering clients’ communications, advising customers, solving related issues, introducing new products and services, etc);
• Customer Satisfaction. Track customer health metrics such as NPS and other KPIs and constantly work towards improving them.
• Product. You’ll be one of the key members of the Smart Saver product squad which means you will need to constantly provide feedback to help improve our customer service culture, response time, tools and overall product functionality 
• Working with Compliance to ensure that all legal and regulatory requirements are met whilst achieving the set targets;
• Communication and co-operation with internal and external partners;
• Be prepared to help train new team specialists
• Covering for direct team members during their time off;
• Any other tasks and assignments relevant to the role as instructed by the Employer. 
• Document administration and creating reports for management
• Keeping sensitive information and financial records private and confidential
• Staying up to date with company rules and policies
• Willing to work with and learn from management to properly apply company policy to customer solutions
• Regular meetings with team lead and management to give feedback to help improve customer service culture, response time and tools to improve staff experience

Requirements

We expect you to be a people person who enjoys helping the customer and is always doing their best to meet the targets for accuracy, quality and agreed service levels. In order to work at Creditstar, you should speak fluent English, be punctual, attentive to details and have excellent communication skills.

• You are a fast learner with an engaging personality, multi-tasking and capable of prioritizing your daily tasks to help you organize your time efficiently and boost your productivity;
• Previous experience working in financial services is an advantage but not essential;
• Handling questions or complaints via live chat and email;
• Essential computer usage skills;
• Able to work as a team-player in a fast-paced environment;

Benefits

• Dynamic, challenging, and rewarding work within a rapidly growing international company;
• Talented and diverse team who always has your back;
• Supportive environment where hands-on approach is highly appreciated;
• Regular company events to break the routine;
• Modern office in the city center;
• Motivation package that supports a healthy lifestyle;