Customer support specialist

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.

• 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 escalates 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).

• NVQ Level 3 or higher.
• Experience in using CRM systems, ticketing tools, and social media platforms.
• Strong working knowledge of MS Office and Google Workspace.
• Excellent communication and engagement skills with internal stakeholders and customers.
• Ability to plan and prioritise effectively to meet changing priorities and demands.
• Customer‑focused, with a strategic and commercial mindset.
• Ability to engage and influence stakeholders at all levels in the company.
• Analytical and systematic approach to problem‑solving; able to make decisions under pressure.
• Good time management skills, proficient in planning, organising, and driving solutions to complex issues.

If you are a Customer Support Specialist or a grad looking to advance your career in a forward‑thinking environment, we would love to hear from you. Apply now to join our client’s dedicated team and contribute to their mission of delivering accessible, community‑focused financial solutions.