Related skills
crm knowledge base escalation ticketing sla📋 Description
- Respond to inbound customer questions via chat and email in English
- Investigate customer-reported issues using internal tools and records
- Resolve problems per internal guidelines to achieve first-time-right
- Prioritise casework by urgency, risk, and SLA
- Escalate complex cases to the Workflow Lead with proposed resolutions
- Document interactions and feedback in the internal system
🎯 Requirements
- 1–3 years’ experience in a customer support role (chat/email)
- Strong empathy, active listening, de-escalation, ownership
- Experience in SLA-driven support environments
- Proficiency with ticketing/CRM tools and knowledge bases
- Ability to investigate complex customer cases with clear communication
- Basic understanding of retail investing concepts
🎁 Benefits
- Hybrid working: 3 days in-office, 2 days from home
- Competitive salary with a bonus scheme
- Sickness coverage up to 15 days per year
- Health insurance and dental coverage
- Enhanced paternity leave: 4 weeks
- Learning & Development and pension contributions
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