About the job

• We are in search of a Digital Support Consultant who is passionate about providing exceptional customer service. The Digital Support Consultant provides essential customer support, technical troubleshooting, and guidance to clients.This position plays a pivotal part in enhancing client satisfaction, driving product adoption, and contributing to company growth.

Key roles and responsibilities:

Customer Assistance:

• Provide prompt and courteous support to customers through digital channels such as email, chat, social media, and possibly phone calls.

Problem Resolution:

• Address customer inquiries, issues, and complaints by identifying and implementing effective solutions, including troubleshooting technical problems and assisting with account navigation.

Product Knowledge:

• Develop a deep understanding of Spot Money’s products and services, staying updated on changes and updates to enhance customer assistance.

Documentation:

• Maintain detailed records of customer interactions and resolutions for tracking issues and trends, contributing to reporting and process improvements.

Communication:

• Clearly and effectively communicate with customers, ensuring understanding of provided information and required actions.

Compliance:

• Ensure that all interactions with customers adhere to relevant regulations and company policies, particularly in the financial industry.

Cross-Selling and Upselling:

• Identify opportunities to promote additional products or services based on customer needs and preferences.

Feedback Collection:

• Gather customer feedback to improve Spot Money’s products and services, relaying insights to the appropriate teams.

Training and Self-Development:

• Stay updated with industry trends and best practices in customer support, participating in training sessions for skill enhancement.

Team Collaboration:

• Collaborate with colleagues and other departments to ensure a seamless customer experience.

Performance Metrics:

• Meet or exceed performance metrics and key performance indicators (KPIs) such as response time, customer satisfaction scores, and resolution rates.

Problem-Solving:

• Develop and implement creative solutions to complex customer problems and challenges.

Continuous Improvement:

• Continuously evaluate and suggest improvements to customer support processes and tools for enhanced efficiency and customer satisfaction.

Crisis Management:

• Handle high-pressure situations and crises effectively, ensuring prompt and professional resolution of customer concerns.

Security Awareness:

• Be vigilant about cybersecurity and data protection to prevent fraud and protect customer information.

Requirements : 

Education, experience, attributes:

Knowledge, skills and attributes:

• Team Leadership
• Expert Communication
• Analytical Thinking
• Problem-Solving Skills
• Proficiency in Relevant Software (e.g., Microsoft Word, Excel, PowerPoint, Zendesk)
• Flexibility to perform ad-hoc tasks as per business needs.

Education and training:

• Relevant tertiary qualification
• Strong knowledge of financial products, services, and regulatory requirements, particularly in the digital banking or fintech industry.

Experience:

• Two years of experience in customer service roles within the financial services sector, with a demonstrated progression in responsibilities.
• Client Relationship Management.