Senior Customer Care Representative
Core
Manage complex multi-channel customer cases, drive process improvements, and act as a third-level escalation point to maintain high customer experience standards.
Role type
Senior Customer Care Specialist (Financial Services)
Builds
Customer support workflows, retention strategies, and product feedback loops for a financial platform.
Domain
Fintech / Digital Banking
Deliverable
client delivery
Required skills
Complex ticket & SLA management, Outbound calling & retention, Escalation coordination, Feedback & insights collection, Sentiment analysis, Knowledge base maintenance
Preferred skills
Domain expertise in Welfare/Privacy/Invest, CRM proficiency, Excel skills, Data & KPI orientation, Proactive calling mindset
Technologies
CRM tools, Excel, Sentiment analysis tools
Responsibilities
Oversee high-priority ticket workflows across email, chat, and platforms; Execute proactive outbound calls for insights and retention; Act as a third-level escalation point for critical cases; Collect and monitor feedback on product functionality; Monitor customer reviews and draft improvement proposals; Contribute to knowledge base articles.
Seniority
Senior, hands-on IC