Customer Service Advisor

Om jobbet

Customer Service Advisor

About the Role

We are looking for a dedicated and service-minded Customer Service Advisor to join our Customer Operations team in apart-time position of approximately 20%. This role is particularly well-suited for a student who wants to gain hands-on experience in customer service while balancing studies.

As a Customer Service Advisor, you will support our merchants' customers with inquiries related to order management, invoicing, and payment follow-up via phone, email, and chat. You will also contribute to pre-collection activities, administrative tasks, and process improvements. Working closely with internal teams, you will help maintain high service standards and ensure a seamless customer experience.

Key Responsibilities

1. Customer Support

• Provide high-quality customer service to our merchants' customers through phone, email, and chat.
• Report qualitative observations related to Avarda's products, processes, and customer feedback to relevant internal stakeholders.
• Follow established company policies and work instructions when resolving customer inquiries.

2. Pre-collection and credit monitoring

• Conduct pre-collection and credit-monitoring activities, primarily through outbound phone calls to customers before debts are handed over to collection.
• Set up payment plans in accordance with company policies.

3. Administrative tasks

• Support onboarding by providing basic orientation and guidance to new Customer Service Advisors.
• Assist with administrative tasks such as invoicing, communication with authorities, and other customer-related administrative duties.
• Ensure the delivery of high-quality support services to merchants' customers, in line with company policies, objectives, and both customer and merchant expectations. This includes handling customer contacts, pre-collection tasks, and administrative responsibilities.

Qualifications and Experience

• Strong written and verbal communication skills.
• Proven experience in customer support or another service-oriented role.
• Basic understanding of the BNPL (Buy Now, Pay Later) industry.
• Fundamental knowledge of consumer credit legislation and relevant regulations.
• Ability to work efficiently under pressure and contribute effectively to team goals.
• Solid IT skills, including proficiency with MS Office and experience working with various IT systems.
• Ability to understand internal processes, technology, and financial procedures.
• High school diploma or equivalent.
• Familiarity with financial processes is an advantage.
• Fluency in a local language.
• Good English skills, both written and spoken.

We are looking for someone proactive, service-minded, and motivated to deliver excellent customer experiences. If this sounds like you, we'd love to hear from you!

Department Customer Support, Sweden Locations Borås