The Company:

My client is a leading global online platform for business loans. The business is an established, technology-enabled business lender that can evaluate, approve and fund small business loans as fast as the same day.

The Role:

Reporting to the Operations Director, the role of Senior Customer Service Specialist is responsible for:

• Leadership in Customer Support: Lead by example in delivering outstanding customer service, handling escalated and complex inquiries while maintaining a high level of professionalism and empathy.
• Problem Resolution: Identify root causes of customer issues and collaborate with internal teams to resolve them in a timely manner.
• Reporting & Analytics: Support the Director with tracking and reporting of key customer care metrics, providing insights and recommendations to improve team performance and customer satisfaction.
• Escalation Management: Handle escalated issues or complaints from customers, ensuring they are addressed quickly, fairly, and to the customer’s satisfaction.
• Customer Retention: Develop strategies to improve customer retention and foster long-term relationships with clients.
• Process Improvement: Analyse customer feedback and trends to identify opportunities for process improvement, and work with the operations and product teams to implement solutions.
• Collaboration: Work closely with the sales, underwriting, and operations teams to ensure customer issues are addressed and resolved.
• Compliance: Ensure that all customer communications and interactions comply with relevant financial and regulatory guidelines.

Requirements:

• Experience in customer service or a call centre.
• Either experience in a senior position, or demonstrated initiative above and beyond your previous role including mentoring and training others.
• A passion for the customer, you should have exceptional problem-solving skills and enjoy talking on the phone with our customers to learn about their business.
• Advanced communication skills, both written and verbal, with a focus on delivering clear, concise, and empathetic responses to customers.
• Strong analytical skills with the ability to identify trends, root causes, and actionable insights to improve customer service processes.
• Ability to work well under pressure to meet deadlines and KPI’s – you should be able to talk about how you have previously worked towards meeting your targets.
• A positive and team-oriented attitude, with a willingness to support and collaborate with others.
• Understanding of financial services - lending products a plus.

To apply for this role please submit your resume to Tim Barnard via the Apply Now button below. If you would like to know more about this role please call me directly on 0420 987 266 for a confidential discussion.