Customer Operations Executive

Job Description

At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.

Who are we?

The Customer Operations team are a global, multi skilled team under the Global Operations umbrella at Liberis. The overall objective is to provide the best experience to our merchants and partners, whilst giving 5* service on every interaction we have. We own the merchant experience starting from the point of sale. This means we are playing a huge part in providing our merchants with a smooth onboarding experience and need to collaborate closely with other departments including Sales, Underwriting, Treasury and Collections. We then look after all our active merchants, assisting them with any queries they have, or amendments they need to make to their account.

We are also responsible for collating and responding to all customer feedback and sharing it with the rest of the business, acting as the voice of the customer which helps drive change and make improvements for our merchants.

At Liberis, we always put our merchants first and the Customer Operations team play a pivotal role in helping us do that. Customer Operations are right at the heart of what we do at Liberis and play a key role in our plans to scale, this is the most exciting time to join the team! What you’ll be doing

• Be the main point of contact for all existing customers by responding promptly and professionally to customer inquiries via inbound calls, emails and live-chat
• Be the voice of the customer to the rest of the business by collating and sharing customer feedback. Collaborate with other departments to make the customer journey quick, positive, and frictionless.
• Identify, and solve customer payment queries.
• Use your bilingual skills to assist customers who require support in their respective languages.
• Own the customer query and investigation from point of escalation through to resolution.
• Be open-minded and offer alternative solutions with the aim to help every customer. Contribute to the NPS score via effective customer issue prevention and resolution.
• Perform admin tasks for in-life customers.
• Strong ability to multitask and prioritise tasks in a fast-paced work environment.
• Active listening skills to understand and address customer needs.
• Use Salesforce CRM, Zendesk and other software tools.
• Provide support to the colleagues in your team for quick customer resolution. Fill in when needed for other in-life teams and colleagues.
• Work as part of a close-knit team with a shared vision of doing right by the customer.
• Demonstrate Liberis values: to be open, interested, proactive and bright.

Who are you?

We are seeking a talented and passionate Customer Operations Executive to join our dynamic team. The successful candidate will be responsible for acting as the main point of contact for our customers and ensuring that they receive exceptional customer service throughout their journey with our company. You will work closely with other departments to deliver a smooth and pain-free customer experience.

• You have previous experience or an interest in a career in FinTech.
• You love talking to customers to find ways to solve problems efficiently and independently.
• You can manage a continuous high workload by being able to plan and prioritise. However, you also enjoy the daily rush of unexpected new tasks and can adapt quickly.
• You want to support on additional projects which will support your development.
• You have strong analytical skills, and are comfortable working with numerical data to assist you with customer queries.
• You want to grow within Liberis, with an opportunity to develop and evolve this role further. As this role is crucial to expanding our growing Customer Operations function, we are looking for a real self-starter who wants to make an impact from the get-go. The role is essential to the ongoing expansion of our Customer Operations function, and working under the Global Operations function will provide endless opportunities for cross-functional collaboration and development.
• Fluency in the Spanish or French languages (in addition to English) would be preferred, but not essential!

What happens next?

Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!

Our hybrid approach

Working together in person helps us move faster, collaborate better, and build a great Liberis culture. Our hybrid working policy requires team members to be in the office at least 3 days a week, but ideally 4 days. At Liberis, we embrace flexibility as a core part of our culture, while also valuing the importance of the time our teams spend together in the office.

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