Position: Client Operations Advisor Department: Client Operations Reports to: Client Operations Manager Location: London but we will consider remote work hours Work hours: 40 hours per week, which may include weekends, nights and holidays.
Ziglu provides instant and effortless access to cryptocurrencies with payment services that include a debit card and peer-to-peer payments. The Client Operations team is dedicated to providing world-class customer service to our rapidly growing customer base across the UK and as we move to Europe in 2021.
The successful individual will be Ziglu’s voice working through various contact channels, including email, chat, phone, and social media. They will shape the great, define processes and constantly seek the best outcome for our clients. As a result, we are looking for people who are incredibly passionate about customer service and willing to work on a fast-paced, fast-paced startup.
What will you be doing:
Helping clients through a variety of channels including email, live chat, phone, and social media
Educate and support clients on how to get the most out of their Ziglu account and resolve any issues they may have.
Become an expert in all aspects of our product and Ziglu
Advocate for our clients by identifying areas for improvement within the client experience or internal processes.
Creation of video tutorials and knowledge base articles to help customers independently solve problems
Comply with the regulations and best practices of FCA regulated e-money institutions
Identify and register complaints in line with internal and regulatory processes.
Who are you?
A solution-focused approach to handling client inquiries with the ability to demonstrate active listening skills, empathy, compassion, and a positive attitude.
Experienced in financial services customer service with knowledge of payments and cards.
Able to work independently assuming ownership and responsibility for challenges and workload
High level of written and verbal communication in line with Ziglu’s tone of voice
Someone who can explain complex concepts in easy-to-understand language, in writing and over the phone.
Understanding of the FCA requirement to treat customers fairly, including those who are vulnerable.
Understand the importance of maintaining the privacy and security of confidential records and financial information.
Ready to accept the challenge and opportunities that come with working for a startup
The “good to have” ones!
A demonstrated understanding of the FCA DISP rules and complaint handling guidelines
Knowledge of cryptocurrencies
Experience in using card monitoring tools such as MasterCard Connect, GPS Protect, GPS Smart Client, etc.
To apply, please submit your updated CV / CV with a cover letter, telling us a little about yourself, your previous employment, and your thoughts on why you think you would be a great addition to the Ziglu family. Don’t consider applications without a cover letter, so make sure the letter is written by and about you. We want to meet you and know how you would fit into our team. Please also let us know your availability and your salary expectations.
Great salary + bonuses at the end of the year
Possibility of stock options
25 days of vacation (5 days above the legal minimum)
Subsidized health protection
Working with a great team and the opportunity to help shape the culture of the company!
Tagged as: product
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