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:
1. NVQ Level 3 or higher.
2. Experience in using CRM systems, ticketing tools, and social media platforms.
3. Strong working knowledg...