🕒 yesterday
Support customers with ticket purchases, payments, account access, and event questions across phone, email, and chat, resolving issues with empathy before, during, and after live events.
Customer Service Specialist
🕒 2 days ago
Customer ServicePoint Of Sale ServicingBuy Now, Pay LaterCustomer Query Resolution
📜 Description
- Handle high volumes of inbound and outbound customer interactions by phone, chat, and email.
- Resolve queries across banking products, primarily Point of Sale, aiming for first-contact resolution and following up when needed.
- Investigate complex issues and escalate them to relevant teams; respond accurately to agent queries.
- Meet service levels and quality standards while managing a varied workload.
- Work with internal teams to advocate for customers and improve service delivery and customer journeys.
- Offer empathetic, tailored support and guide customers toward digital self-service tools.
🛠️ Requirements
- Experience delivering excellent customer service with a customer-focused mindset.
- Strong knowledge of Point of Sale servicing or experience working with a Buy Now, Pay Later product.
- Ability to adapt and manage your workload in a busy, pressurised and frequently changing environment.
- A high level of accuracy and attention to detail, ensuring work is completed to a high standard.
- Ability to work on your own initiative and a willingness to learn.
- Strong organisational skills, with the ability to plan and manage multiple workstreams.
- Excellent written and verbal communication and interpersonal skills.
- Proficiency in Microsoft Office, including Outlook, Word and Excel.
✨ Benefits
- Option to work from abroad for up to 120 days a year, subject to having the right to work in the country.
- Time off in lieu for bank holidays worked.
- A day off during the week when working a Saturday.
Full job description
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
The role:
The Customer Service team is the face of Zopa, handling customer queries across our full range of products. The team aims to make every customer’s experience as effortless as possible, supporting them with a variety of requests and helping them get the most from Zopa.
As a Customer Service Specialist, you’ll carry out a variety of tasks to support the team and our outsource partners, helping them deliver the high standards of customer experience we set across the bank. You’ll be a point of contact for complex queries from the front-line customer service team and will manage escalations to stakeholders on the team’s behalf.
You’ll be able to multitask and manage your own workload, ensuring you meet agreed service levels and quality standards. You’ll also play a key role in our ambitious plans to improve our customer offering, helping us continuously enhance the experience we deliver.
Working Hours:
You’ll work 37.5 hours across five days per week. Shifts are:
- Monday to Friday: 8am to 4pm or 10am to 6pm
- Saturdays on a rotational basis: 8am to 4:30pm
When you work a Saturday, you’ll receive a day off during the week.
This is a hybrid role, and you’ll be expected to attend our Manchester office three days per week.
Some bank holidays are worked each year, with time off in lieu provided for any bank holiday worked.
A day in the life:
About you:
Desirable:
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