Customer Operations Associate at Mercuryo
As a Customer Operations Associate at Mercuryo, you will play a pivotal role in enhancing the customer experience by providing exceptional support and ensuring seamless operations. This position is idóneo for individuals who are passionate about customer service and eager to work in a dynamic environment within the fintech industry. You will be responsible for addressing customer inquiries, resolving issues, and collaborating with various teams to improve service delivery. Your contributions will directly impact customer satisfaction and retention, making this a vital role within our organization.
Key facts
- Location: Valencia, Valencia
- Engagement: Full-time
- Salary: Competitive and commensurate with experience
- Visa: Sponsorship available for qualified candidates
What you'll do
- Serve as the primary point of contact for customers, addressing inquiries and providing timely solutions to their issues via multiple communication channels, including email, chat, and phone.
- Manage and resolve customer complaints efficiently,
ensuring a high level of satisfaction and retention.
- Collaborate with cross-functional teams, including product, engineering, and marketing, to relay customer feedback and contribute to product improvements.
- Maintain accurate records of customer interactions and transactions in our CRM system to ensure data integrity and facilitate follow-up actions.
- Analyze customer feedback and operational data to identify trends and areas for improvement in service delivery.
- Assist in the development and implementation of customer service policies and procedures to enhance operational efficiency.
- Participate in training sessions to stay updated on product knowledge and customer service best practices.
- Create and maintain knowledge base articles and FAQs to empower customers and reduce repetitive inquiries.
- Monitor service metrics and KPIs to ensure that team performance meets established targets.
- Eng