Customer Operations Specialist

3 weeks ago

london, United Kingdom Pfida Full time
Job Description

About Pfida:


Pfida is a pioneering Islamic fintech firm that provides financial products and services. We are committed to creating ethical, interest-free financial solutions that meet the needs of our diverse customer base. We prioritise innovation, transparency, and customer-centricity in every aspect of our work.


Job Overview:


We are looking for a highly motivated and empathetic Customer Operations Specialist to join our team. This role is ideal for those who are passionate about customer service + engagement and are keen to grow their career in the fintech space. As a Customer Operations Specialist, you will be the key point of contact for our customers, helping them navigate our financial products and services while ensuring their satisfaction. You’ll also engage in outbound sales calls, understanding client needs, presenting tailored solutions, operating in a CRM environment and it is essential that this role adheres to the CRM policy.


Key Responsibilities:

• Act as the primary point of contact for customers, guiding them through their onboarding process and product usage through the CRM platform.

• Build strong, trust-based relationships with customers to ensure they receive excellent support and service.

• Educate customers on Pfida’s range of financial products and help them find the best fit for their needs utilising all relevant materials

• Proactively engage with customers via phone, email, and live chat to solve their queries and provide product support.

• Participate in sales activities, including conducting outbound calls to prospective customers to introduce Pfida’s services.

• Collaborate closely with internal teams, including Finance, Underwriting, and Legal, to ensure a seamless customer experience.

• Maintain up-to-date knowledge of Pfida’s products, services, and industry trends to provide accurate information to customers.

• Gather feedback from customers and relay it to relevant teams for product or service improvements.

• Strive to meet customer satisfaction targets and contribute to overall growth goals.

• Work with Marketing to define, segment and communicate with prospect to improve conversions.

• Maintain a level of outbound activity alongside corporate objectives.

• Work alongside the Underwriting team to improve and enhance the customer journey.

• Work with existing customers to ascertain needs and satisfy them through Pfida’s range of products.

• Be targeted against both NPS and CSAT parameters.

• Acting as the primary contact for new customers, providing guidance and support.

• Managing successful product implementation and onboarding.

• Advocating for customer needs by capturing and sharing feedback.

• Responding to customer feedback and proactively contacting customers based on account health.


Skills & Qualifications:

• Strong interpersonal and communication skills, with a customer-first attitude.

• Ability to build rapport and foster positive relationships with clients.

• Comfortable working in a customer-facing role with a willingness to engage in growth activities through calls.

• Familiarity with or an interest in Islamic finance (preferred but not required)

• Self-motivated, organised, and able to work in a fast-paced environment.

• Strong problem-solving skills with attention to detail.

• Ability to handle multiple tasks and prioritise effectively.


What We Offer:

• Competitive salary and benefits package.

• Comprehensive training and professional development opportunities.

• A chance to work in a dynamic, mission-driven fintech company.

• Opportunities for growth and advancement within the company.

• A positive, collaborative work environment committed to innovation and ethical finance.

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