Customer Support Specialist - albo

About albo

albo is a leading fintech company offering financial products to individuals and SMEs, with the mission to provide financial freedom to everyone, everywhere.

About the Role

As a Customer Support Specialist at albo, you will be the first point of contact for our clients through written channels, delivering a high-level of service. You will contribute to the continuous improvement of the customer experience by comprehensively resolving requests from the initial contact or, when complexity requires, ensuring timely and effective follow-up until successful resolution.

What You'll Do at albo

• Manage customer interactions across various support channels (ticketing system, instant messaging, calls, and virtual meetings), ensuring compliance with established operational procedures (SOPs) and maintaining a high standard of service quality.
• Provide written customer support with a high quality standard, focusing on clear spelling, grammar, and concise communication, while adhering to operational processes.
• Accurately identify customer needs, make decisions within the scope of your role's responsibility, and escalate cases that may affect the customer in a timely and strategic manner.
• Provide punctual follow-up on requests requiring intervention from internal support teams, ensuring clear communication, case traceability, and proper closure.

What We're Looking For

• Completed Bachelor's degree or currently pursuing (graduate or undergraduate).
• Experience in customer service (B2C).
• Clear, fluent, and assertive written communication skills with professional vocabulary.
• Excellent spelling and grammar.
• Experience using customer management tools (CRM) and proficiency in Google Workspace and Microsoft Office Suite (especially Excel and Word).
• Experience providing customer support through various channels, including phone support.
• Availability to work rotating shifts and provide support on weekends, as per operational needs.
• Strong orientation towards problem-solving and customer experience, with initiative to propose alternatives within established guidelines.

We are seeking a customer-oriented individual who prioritizes understanding client needs and is focused on delivering a positive and effective experience in every interaction. You should possess high empathy, good judgment for directing requests towards effective solutions, and a proactive approach to enhancing the customer experience.

Experience in fintech, banking institutions, or e-commerce environments is preferred.

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