About The Role Job Title: Customer Support Advisor Location: Remote based in (Portugal) Terms: Permanente Contract / Full-Time 40h weekly Salary: Annual Gross 13,912.5 Euros (inclusive of holidays Allowances) Schedule: Monday to Friday – 8h00 to 16h30/ 10h30 to 19h00 ABOUT THE ROLE We are looking for a customer support advisor to join the Otonomee team.
The successful candidate will be supporting our partner Money Jar.
Money Jar is an Irish owned fintech business who are solving a huge problem for HR and payroll departments across Ireland in all sectors of the economy by offering a simple, seamless & convenient remote employee digital onboarding solution whereby employees & students can have their Irish digital current accounts open within minutes.
This is an exciting opportunity for an individual that's passionate about customer support, is analytical and has strong communication skills.
The successful candidate will work from home permanently so the only commute you'll need to worry about is getting to your home desk.
This will give you the time to focus on what is important.
WHAT YOU'LL BE DOING As a Customer Support Advisor in our partners dynamic FinTech company, you will be the first point of contact for our customers, providing exceptional support and guidance across multiple channels.
Your responsibilities will include: Handling Customer Queries: Responding to customer inquiries via phone, email and chat providing solutions in a timely and efficient manner.
Outreach and Follow-Up: Proactively reaching out to customers who have unresolved issues or who have provided negative feedback to ensure their concerns are fully addressed.
Compliance and Security: Ensuring that all customer interactions adhere to regulatory requirements and company policies, particularly regarding data security and privacy.
Knowledge Base Maintenance: Contributing to the creation and updating of internal and external knowledge bases, FAQs, and help centre resources.
Escalation Management: Identifying when issues need to be escalated to higher levels of support or specialised teams, and ensuring that escalations are handled smoothly and efficiently.
Feedback Collection: Actively soliciting and collecting feedback from customers on their experiences, and communicating this feedback to relevant teams to drive improvements.
Problem Resolution: Investigating and resolving issues related to transaction queries, onboarding issues and general product related questions.
Team Collaboration: Working closely with other team members and departments, sharing insights and feedback to improve overall customer satisfaction Documentation: Accurately recording customer interactions Your profile About you To thrive in this role, you should possess the following qualifications and attributes: Communication Skills: Excellent verbal and written communication skills in English are a must.
Proficiency in Spanish is a strong plus.
Results-Driven: You are committed to meeting and exceeding key performance indicators (KPIs), such as response time, resolution time, customer satisfaction scores, and call handling metrics.
Financial Industry Background: Experience in the financial services sector, with a solid understanding of financial products, services, and regulations.
Customer-Focused: A passion for delivering outstanding customer service, with a patient and empathetic approach to solving customer issues.
Team Player: Ability to work effectively in a collaborative team environment, sharing knowledge and contributing to collective goals.
Problem-Solver: Strong analytical and problem-solving skills, with the ability to think critically and provide effective solutions under pressure.
Adaptable: Comfortable working in a fast-paced, evolving environment, and open to learning new technologies and processes.
Why us?
WHAT YOU GET IN RETURN: Fully Remote work based in Portugal A competitive salary Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily) Equipment provided Home office allowance A Buddy on joining Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility OUR RECRUITMENT PROCESS 30 min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team About us Otonomee is a purpose built, fully remote BPO.
Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry.
Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee's Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry.
The pandemic (i.e.
the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee's remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.
Our Clients' share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023.
This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all.
We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly.
We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow
