Customer Operations Specialists

Posted May 24

Customer Operations Specialists (Night Shift)

Description

Benivo is disrupting a 32 billion dollar industry with technology and data . Our mission is to transform the mobility industry with smart technology.

Benivo are looking to on board an experienced Customer Operations Specialist, to join the customer support team in supporting Benivo’s users with navigating through their accounts, as well as performing operational tasks related to our services. This includes processing financial transactions via Benivo’s relevant products.

You’ll be responsible for getting customers on a path to an issue-free payment experience, listen to the voice of the customer to identify pain-points, and have the opportunity to collaborate with various internal teams to optimize the customer experience.

This is an exciting time to join Benivo as we scale-up and roll out a 24/7 customer support team. You’ll have the opportunity to interact with customers around the world and have the ability to make a significant impact.

In this role you’ll need to:

Support Benivo’s users via email, chat and phone (scheduled pre booked calls)
Pick up relevant Payment related tasks and process them within our established SLAs
Ensure all inbound queries are recorded with relevant notes for all company stakeholders
Report issues to internal team for resolution (Content, Client Management, Finance, and Tech)
Perform customer support operation tasks, including purchasing and distributing gift vouchers
Provide and maintain up-to-date support team documentation
Monitor and report on contact reasons for incoming support reasons
Support on projects that require engagement/outreaches to employee platform users
Support generation or upkeep of playbooks for new subjects as encountered
Ensuring compliance with payment regulations and guidance

Requirements

We’re looking for candidates who have:

Experience in customer support within a B2B/SaaS industry
Familiarity with customer support software such as Fresh Desk/Zendesk / Zoho Desk and live chat systems (SalesIQ) is essential
Experience of supporting payment transactions within technology platforms is desirable but not essential
Excellent written and verbal English - you are able to articulate with strong customer communications skills, both over the phone, email and chat
Data savvy - comfortable working with spreadsheets and data
Financial awareness - comfortable working with numbers and have a high level of attention to detail
You are passionate and excited about customer support and have the ability to solve their problems to deliver the best experience
Proactively spot where we can change our processes, tools or products to serve our customers better
Complaint handling - you are active listener and can creatively response to customers in a timely manner
Ability to work in a scaling environment that is fast-paced - you are flexible and can plan, prioritize and manage multiple tasks

Competitive salary

Contract type: Permanent

Start/finish time: 00:00am - 08:30am

5 days a week (40 hours), Tuesday, Wednesday, Thursday, Friday and Saturday

We require flexibility on the days and hours mentioned above if the need arises.

Job location: This role is fully remote - applications from across the UK are welcome.

Please note we will be shortlisting and interviewing candidates as applications come in, so please apply as soon as you can.

You must have the right to work in the UK. Due to the nature of this role, the successful candidate may need to undertake a basic criminal record check, the cost of which will be covered by Benivo.

Benefits

33 days paid annual leave, including bank holidays (which are rotational within the team)
Learning & development - 4 hours to focus on your self-development and interests
A yearly generous wellbeing cash-allowance
PayLater cash advance - financial assistance for large personal expenses (e.g moving house, furniture, etc)
Enhanced employer pension contributions of up to 5%
Share options in the employee’s options plan