Customer Care Operations Specialist

Company description

Twisto, a Param Company, is a leading Buy Now Pay Later service provider from CEE. Our neat and powerful mobile app allows customers to defer their payments, split them into installments or split the bill with friends, and take care of their invoices quickly and easily. Twisto offers virtual cards for shopping comfortably everywhere and aggregates the payments for users, giving them the best exchange rate possible for international payments. With more than 20,000 merchants, Twisto offers wider and better payment options for higher conversion rates, higher average purchase value, and less time wasted.

Role Description

Customer Care Operations Specialist is providing administrative support and coordination to create/update information on internal processes and procedures related to customer care with appropriate quality, is managing documentation, ensuring the smooth running of administrative activities and providing support to teams and managers and has responsibility for updating internal regulations.

Key responsibilities

• Creating, organizing and managing internal manuals describing Customer Care processes and procedures.

Creating, organizing and managing internal manuals describing Customer Care processes and procedures.

• Regular updating of internal documentation and regulations of the Customer Care department.

Regular updating of internal documentation and regulations of the Customer Care department.

• Responsibility for regular review of macros for written communication with customers.

Responsibility for regular review of macros for written communication with customers.

• Preparation of documents for internal and external audit.

Preparation of documents for internal and external audit.

• Assist with the preparation of reports, presentations and other materials required for internal and external purposes.

Assist with the preparation of reports, presentations and other materials required for internal and external purposes.

• Preparation and regular updating of FAQ content for customers.

Preparation and regular updating of FAQ content for customers.

• Preparation and evaluation of knowledge tests for the Customer Care department

Preparation and evaluation of knowledge tests for the Customer Care department

• Processes confirmations for customers, secures signatures from board members for customer support.

Processes confirmations for customers, secures signatures from board members for customer support.

• Providing administrative support to teams, managers.

Providing administrative support to teams, managers.