Customer support specialist
1 month ago
Basingstoke
Our client, a fintech business in the banking sector, is currently seeking a Customer Support Specialist to join their dynamic team. The role focuses on providing outstanding support to users while overseeing the daily operations of multiple kiosk locations. This position plays a crucial role in ensuring operational efficiency and upholding high standards for customer experience in line with the business's commitment to community well-being and innovation. Key Responsibilities: • Serve as the primary contact for customer enquiries by phone, email, chat, or in-person., • Assist users with onboarding, account setup, and transaction-related questions., • Troubleshoot basic technical issues and escalate to the appropriate teams for resolution where necessary., • Accurately log, categorise, and prioritise incidents, service requests, and problem tickets., • Monitor customer feedback and contribute to service improvement initiatives., • Prepare and deliver timely reports on a weekly, monthly, and ad-hoc basis., • Ensure continuous availability and smooth operation of kiosk services through remote monitoring., • Travel to customer sites as required., • Work on weekends (minimum one weekend day). Job Requirements: • NVQ Level 3 or higher., • Experience in using CRM systems, ticketing tools, and social media platforms., • Strong working knowledg...