Job Description
Leanpay is a 6 year old Fintech company, fulfilling a mission to enable consumers to pay for any product or service in installments in any shop and in any channel with only a few clicks. Leanpay assures immediate response, no worries about paperwork, no waiting or separate trips to the bank, and no need for a credit card or other financial product onboarding.
Buy Now Pay Later (“BNPL”) and digital Point-of-sale Finance (“dPOSF”) are the hottest trends in Fintech and Leanpay is working hard to be at the forefront of that trend in Central and South-eastern Europe.
Currently, Leanpay is a dPOSF leader in Slovenia. In 2021 Leanpay started operations in Croatia and based on a successful Series A funding round, in 2022 Leanpay continued its internationalization and growth into Hungary and Romania.
Leanpay cultivates a flexible work environment as well as a dynamic and agile operating model that will give anyone a high level of responsibility and exposure to the company’s core business. Any successful candidate will have the chance to work with a talented and bold team, which will contribute to their personal and professional growth.
We are looking for an experienced and highly driven Customer Support Representative to join our team in Bucharest. The main task of the Customer Support Representative include communication with customers to help them solve their issues related to using the Leanpay platform and making installment purchases, as well as communication with business partners to help them solve issues they might have with implementing and using Leanpay services.
What will the Customer Support Representative be doing?
- Communication with customers and business partners in order to resolve issues, provide support and keep customers satisfied;
- Obtaining the necessary information and documentation from the customer and to the customer;
- Informing and helping customers about making installment purchases and in about the terms of the credit agreement;
- Providing preliminary information about the credit agreement to the customer;
- Assistance to customers and business partners in the use of the Leanpay applications;
- Performing customer identification;
- Supporting customers in concluding credit transactions;
- Assistance to customers and business partners in the delivery of goods;
- Improving customer experience and collecting customer feedback across all touchpoints: phone and email, live chat, social media, or other engagement channels;
- Looking for opportunities to provide proactive customer service and communicate new features;
- Development and documentation of knowledge into helpful content (knowledge base articles, FAQs).
What do we expect from the ideal candidate?
- 3+ years of experience in Customer Support or similar customer-facing roles;
- the ability to solve difficult situations and complaints;
- knowledge of communication standards and rules;
- great communication skills, both written and verbal;
- good organizational and communication skills, openness, and an aptitude for teamwork;
- knowledge of the basics of legislation and regulations in the field of consumer credit;
- knowledge of consumer lending processes and standards;
- basic understanding of English (listening and reading);
- ability to work in a team;
- conscientiousness and accuracy;
- excellent work habits and self-initiative;
- high propensity to learn and progress;
- experience with CRM, preferably HubSpot, is a plus;
What are the compensation and benefits?
- Competitive package aligned with similar positions in Romania;
- Career plan - opportunities for advancement and career growth;
- Flexibility - flexible schedule, remote working, fast-paced and dynamic environment;
- 20+ days annual vacation time.
We can’t wait to meet you, so if you believe you are the right person for this job, please send us your CV. We are looking forward to hearing from you. Only shortlisted candidates will be contacted.
