Customer Service Associate

The role

This person will provide responsive service to customers by acting as a key point of contact for queries. They will use written channels and potentially telephone to resolve issues and share feedback to improve services.

What you will do

• Respond to customer queries through written support channels.
• Review and understand customer enquiries to identify needs.
• Resolve routine customer queries and issues in line with company procedures.
• Escalate complex, sensitive or unresolved queries to the appropriate colleague or team.
• Keep customers informed of the progress of their queries.
• Maintain accurate records of customer interactions and actions taken.
• Develop and maintain knowledge of the company's products, services, policies and processes.
• Follow relevant company procedures including data protection, security and regulatory requirements.
• Identify recurring customer queries, issues and feedback and share these with the wider team.
• Support customers through additional communication channels, including telephone calls where required.

Required qualifications

• Basic understanding of customer service principles.
• Understanding of how to communicate clearly, professionally and appropriately through written communication channels.
• Basic knowledge of using digital systems and online communication tools.
• Understanding of the importance of following defined procedures and guidance.
• Awareness of data protection, confidentiality and the importance of handling customer information securely.
• Understanding of when a customer query should be escalated.
• Knowledge of the company's products, services, policies and customer processes.
• Awareness of appropriate telephone communication and customer service practices.

Nice to have

• Previous experience in a customer service, customer-facing or service-based environment
• Experience of communicating with customers or members of the public, either verbally or in writing
• Experience of using computer-based systems, online platforms or digital communication tools
• Previous experience using a customer messaging or support system

Benefits

• Competitive salary
• Bonus Scheme
• Sickness coverage: 100% coverage up to 15 days/annum
• Cafeteria: annual budget for SZÉP card, car-sharing expenses, or rent
• Health Insurance: Medicare Blue package including preventive exams, outpatient care, diagnostic tests, one-day surgeries, and dental coverage
• Employee Assistance Programme (EAP)
• Enhanced paternity leave: 4 weeks of 100% paid company leave plus 10 days of statutory leave
• Employer voluntary pension contributions
• Learning & Development: funding for industry qualifications like the Investment Operations Certificate (IOC)
• Option to Work From Anywhere for up to four weeks per year
• Extra day off for your birthday
• Additional day of leave for every year you spend with us

Before you apply

• Initial interview with a Talent Specialist
• Hiring Manager interview
• Executive interview

About the company

Freetrade's mission is to become the default place to invest. They are building a team to reshape how customers invest and grow wealth.