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Mid LevelFull-timeGoRESTAI
About the Role
We are looking for a Customer Care Executive to join our dedicated Customer Care team at Moneybox. This role focuses on handling escalations, specialized service, and supporting vulnerable customers within our customer operations department. The position requires an empathetic individual with a mature approach who can advocate for customers' best interests and handle difficult conversations professionally.
Key Responsibilities
- →Address customer complaints by investigating issues and providing formal responses within tight timeframes
- →Support vulnerable customers through written and phone communication, offering guidance and assistance
- →Handle bereavement cases with empathy and professionalism, ensuring best-in-class service
- →Collaborate with other customer-facing teams to share insights and improve overall customer experience
- →De-escalate tense situations with customers while maintaining a calm and professional demeanor
- →Respond promptly to customer inquiries and complaints, providing timely updates on issue resolution
- →Identify creative solutions to customer problems and seek opportunities to improve service processes
Requirements
- ✓Excellent written and verbal communication skills with ability to adapt to different situations
- ✓Empathy and compassion with ability to build relationships, especially with vulnerable customers
- ✓Demonstrated maturity and professionalism in handling difficult or sensitive topics
- ✓Strong problem-solving skills to analyze issues and develop effective solutions
- ✓Effective time management and organizational skills to prioritize tasks and meet deadlines
- ✓Adaptable and proactive approach to working in a team and suggesting improvements
- ✓At least 1 year of experience in customer service or customer care role
- ✓Experience in resolving customer issues, complaints, or de-escalating situations
Benefits
- ★Hybrid work arrangement (2 days in London office, 3 days from home)
- ★Regular working hours Monday through Friday with overtime opportunities
- ★Career development in a fast-growing company
- ★Team learning and development opportunities
