Job Title: Customer Service Representative (Chat Operator)
About Us:
Guavapay is a payment platform that drives payment optimisation and stability. Guavapay’s full-stack payment ecosystem includes a range of financial technology products and solutions. Our flagship product is MyGuava, the “all things payments app”. In addition to MyGuava, we offer a range of other payment services to businesses and individuals, including card processing, cross-border payments / remittance, merchant acquiring, card issuing and e-wallets. Whatever our customers’ needs are, our breakthrough platform can help them integrate, process and transact globally. We aim to take our place on the forefront of payment disruption, bringing innovative solutions for flawless and low cost payments on the market.
Our future plans extend beyond payments and remittance to other fintech areas. Our ambitions are global. Our drive for success is unmatched.
Role Overview:
We are looking for a talented Chat Operator for Digital Banking to help us provide top-quality support to our clients. If you are passionate about customer service and eager to contribute to the growth of our company, we would be thrilled to welcome you to our friendly team!
Key Responsibilities:
- Manage large volumes of incoming chat sessions.
- Identify and assess customer needs to ensure high levels of satisfaction.
- Handle customer complaints and provide appropriate solutions within time limits, ensuring follow-up until resolution.
- Engage with difficult customers, aiming to resolve issues effectively while maintaining professionalism.
- Build and maintain strong relationships with customers through open and interactive communication.
- Provide accurate, valid, and complete information using the appropriate tools and methods.
- Meet personal and team targets for customer service, sales, and chat handling.
- Record and keep track of customer interactions, process accounts, and file necessary documentation.
- Follow company communication procedures, guidelines, and policies to ensure consistent service delivery.
- Use creative problem-solving to craft original messages without relying on AI tools.
- Utilize ChatGPT algorithms to assist in composing text responses when appropriate.
- Manage multiple messaging platforms simultaneously with strong attention to detail.
- Quickly comprehend unclear messages in English.
- Review and process large volumes of text swiftly and efficiently.
- Exhibit strong stress resistance while communicating with frustrated or upset clients.
- Identify the root cause of issues and provide effective assistance to resolve them.
Requirements & Qualifications:
- Minimum of 1 year of experience as a Customer Service Specialist.
- Strong written and verbal communication skills.
- Familiarity with CRM systems and practices.
- Customer-oriented approach with the ability to adapt and respond to various personality types. Proficiency in Microsoft OS and Office products.
- Advanced proficiency in English.
What we offer:
- Competitive salary of 800 AZN net + bonuses based on KPI results.
- Experience in an international company.
- Great team environment.
- Good growth opportunities within the company.
