Customer Success Advisor

Requirements

• We look for people who are smart, humble, motivated and who are always looking to improve
• A passion for delighting customers and a real enthusiasm for helping SMEs. You’ll need to be able to build rapport with business owners quickly
• Great time management and multitasking skills to be able to adapt to our customer’s needs
• To be a self-starter taking ownership of your customers, whilst collaborating with your team to reach group targets
• Excellent verbal and written communication skills and a professional manner
• The ability to "think outside the box" and have the confidence to put forward ideas, often to other departments, to help us improve our processes
• To be able to adapt to the growth of an ambitious company. You’ll take new products, customers groups and processes in your stride
• We welcome people who are proactive, motivated and metrics-driven who have an ambitious and entrepreneurial spirit

• At iwoca, we value every customer and want them to have the best possible experience. Customer Success Advisors are at the heart of our Customer Success team, serving customers at all stages of their journey. Upon joining you’ll immediately become a key member of a highly motivated and energetic team
• Your main responsibility will be delivering a positive customer journey. You’ll be engaging with business owners in a friendly manner and handle each query with expert care and efficiency. You'll be tasked with using your sales ability to convert inbound prospects and educating them on our services to meet their needs
• Answering inbound calls to our main line, answering queries and requests as well as handling web chats and customer emails
• Helping businesses to complete their loan applications
• Assisting existing customers with account queries such as handling repayments, processing renewal requests and other administrative tasks
• Pitching our services to customers who come through our marketing channels
• Liaising with multiple teams within iwoca in a cross-functional team such as Sales, Account Management, Credit Analysis and Collections to achieve the best outcome for your customers
• We rely on our team member’s feedback to continually improve. You’ll be encouraged to share your insights and ideas to help us reach our goal