Customer Service Specialist

albo albo is a leading fintech company that offers financial products to individuals and SMEs, with the mission of providing financial freedom to everyone, anywhere. About the Role Be the first point of contact with customers through written channels, providing high-level service. Contribute to the continuous improvement of the customer experience by resolving requests thoroughly from the first contact or, when case complexity requires it, ensuring timely and effective follow-up until proper resolution. What Will You Do at albo? Manage customer interactions through various service channels (ticketing system, instant messaging, calls, and virtual meetings), ensuring compliance with established operational procedures (SOP) and maintaining high-quality service standards. Main Activities Provide written customer support with a high standard of quality, paying attention to spelling, composition, and clarity in each interaction, and following standardized operating processes. Identify customer needs accurately, making decisions within the position's scope of responsibility and escalating timely and strategically those cases that may affect the customer. Follow up on requests that require the intervention of internal support areas, ensuring clear communication, case traceability, and proper closure. What We’re Looking For In You: - Completed or ongoing university degree (graduate or final-year student). - Experience in customer service (B2C). - Clear, fluent, and assertive written communication with professional vocabulary. - Excellent spelling and composition skills. - Experience using customer management tools (CRM) and proficiency in Google Workspace and Office suite (especially Excel and Word). - Customer service experience through various channels, including phone support. - Availability to work rotating shifts and provide support on weekends as per operational needs. - Strong problem-solving and customer experience orientation, with initiative to propose alternatives within established guidelines. We’re looking for a customer-oriented individual who prioritizes understanding customer needs and is committed to providing a positive and solution-driven experience in every interaction. Someone with a great capacity for empathy, judgment to direct requests towards an effective resolution, and active participation in continuously improving the customer experience. Preferably, someone with experience in fintech, banking institutions, or e-commerce environments. Please mention the word “**MANAGEABLE**” and tag RODUuMTk5LjY4Ljgy when applying to show you have read the job post completely (#RODUuMTk5LjY4Ljgy). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that have read this and confirm they are human.