We are excited to offer a fantastic opportunity for a Senior Customer Care Specialist! Join our vibrant team of night shift workers and become the backbone of support for our Australian customers.

As a Senior Customer Care Specialist, you will work with IPF Digital business based in Tallinn, responsible for ensuring the customer has a seamless, fast, and high-quality customer experience during the online application. You will undertake a broad range of customer-focused activities that span the full customer journey, ranging from resolving telephone, email and web-based queries, handling complaints, undertaking administrative activities along the customer journey, supporting investigative activities around fraud, making outbound calls and identifying process improvements. The Senior Customer Care Specialist has to ensure that the service level expectations in processing loan applications are achieved/exceeded. In addition to this, the Senior Customer Care Specialist ensures to meet/exceed required personal/team targets.

Key Responsibilities:

Process loan applications, ensuring loan applications are processed accurately, following all rules and guidelines
Respond to customer inquiries via phone, email, and other platforms with speed, efficiency, and professionalism, ensuring alignment with our values
Make outbound calls to new customers upon loan disbursement
Assist customers facing payment difficulties by providing guidance
Identify and act on opportunities for process improvements and ideas that contribute to business development
Oversee daily loan queues and task allocations, ensuring efficient assignment of tasks to team members
Be the first point of contact for team members regarding loan processing and credit-related questions, helping resolve any challenges that arise
Provide regular performance reports and updates to the team leader, and help ensure the team meets goals and targets
Help train and guide agents to ensure they have the necessary skills and knowledge

We are looking for candidates with:

Excellent verbal and written communication skills in English;
Analytical thinking;
Cooperative and proactive mindset;
Strong problem-solving abilities and a proactive approach;
High attention to detail and the ability to manage multiple tasks simultaneously;
A customer-focused mindset and the ability to empathise with customer needs.

Sounds good? We would like to hear from you!