Customer Advocate Representative

Job description

As part of the Customer Experience Team, one of the key role is to offer to the customer an opportunity to contact reliable bank representative who aims at solving complicated, non-standard issues in highly personalized way. This person also drives strategic plan in regards to SLA's, servicing standards and key processes. This is also a responsibility of being customer service role model for consistent, distinctive and remarkable brand voice where simplicity is key.

Key responsibilities:

• Establish and communicate best-in-class priority process to manage collaboratively with key partners from other;
• Create the reporting routine for the Leadership Team, presenting the progress;
• Own the query on behalf of the customer, analyze and report the root causes and assure fast and effective solutions;
• implement measures on clarity and relevance of all instructions sent to Customers
• Create strategic plan to support goals & KPI’s established for the area of managing complaints and queries coming from the Customers via different channels
• Act as an advocate for the brand, product, offers and innovations
• use your knowledge to address customer needs actively contributing to increase sales
• What will you get in return:
• Cooperation with a high quality team in a challenging area of the financial industry with one of the world's leading companies
• Exposure on multinational project oriented regional teams
• Extended business understanding and commercial awareness
• Competitive compensation package and excellent benefits

Requirements

• Strong problem solving orientation and focus
• Strong hands-on experience with customer relationship management and operational processes
• Working knowledge of customer service
• Proven experience within communication/PR area
• University degree
• Good knowledge of regulations around the position
• Very good command of English
• Excellent working knowledge of PowerPoint and Excel

We offer

• Cooperation with a high quality team in a challenging area of the financial industry with one of the world's leading companies
• Exposure on multinational project oriented regional teams
• Extended business understanding and commercial awareness
• Competitive compensation package and excellent benefits