Customer Operations Executive (French or Spanish speaking)

<div> <p>&nbsp;</p> <p>At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.</p> <p>&nbsp;</p> </div> <div>&nbsp;</div> <div> <div><strong>Who are we?</strong></div> <div><br><br>The Customer Operations team are a global, multi skilled team under the Global Operations umbrella at Liberis. The overall objective is to provide the best experience to our merchants and partners, whilst giving 5* service on every interaction we have. We own the merchant experience starting from the point of sale. This means we are playing a huge part in providing our merchants with a smooth onboarding experience and need to collaborate closely with other departments including Sales, Underwriting, Treasury and Collections. We then look after all our active merchants, assisting them with any queries they have, or amendments they need to make to their account.<br><br>We are also responsible for collating and responding to all customer feedback and sharing it with the rest of the business, acting as the voice of the customer which helps drive change and make improvements for our merchants.<br><br>At Liberis, we always put our merchants first and the Customer Operations team play a pivotal role in helping us do that. Customer Operations are right at the heart of what we do at Liberis and play a key role in our plans to scale, this is the most exciting time to join the team!</div> <div>&nbsp;</div> <div> <div>&nbsp;</div> <div><strong>What you’ll be doing</strong><br><br></div> <ul> <li>Be the main point of contact for all existing customers by responding promptly and professionally to customer inquiries via inbound calls, emails and live-chat</li> <li>Be the voice of the customer to the rest of the business by collating and sharing customer feedback. Collaborate with other departments to make the customer journey quick, positive, and frictionless.</li> <li>Identify, and solve customer payment queries.</li> <li>Use your bilingual skills to assist customers who require support in their respective languages.</li> <li>Own the customer query and investigation from point of escalation through to resolution.</li> <li>Be open-minded and offer alternative solutions with the aim to help every customer. Contribute to the NPS score via effective customer issue prevention and resolution.</li> <li>Perform admin tasks for in-life customers.</li> <li>Strong ability to multitask and prioritise tasks in a fast-paced work environment.</li> <li>Active listening skills to understand and addre