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Customer Care Operations Specialist
- Hybrid
- 18600, Praha, Hlavní město, Czechia
- Customer Care
Job description
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.
Regular updating of internal documentation and regulations of the Customer Care department.
Responsibility for regular review of macros for written communication with customers.
Preparation of documents for internal and external audit.
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 evaluation of knowledge tests for the Customer Care department
Processes confirmations for customers, secures signatures from board members for customer support.
Providing administrative support to teams, managers.
Job requirements
2+ years of experience in customer service, administrative roles, or process documentation.
Secondary education with GCSE
Bachelor’s degree in Business Administration, Communications, or a related field is an advantage.
Strong organizational and time management skills.
Excellent communication skills, both written and verbal.
Ability to formulate clear and transparent writing (e.g. instructions, descriptions, etc.). complying with the language rules on spelling and style
Ability to gather, analyze, and present data effectively using spreadsheets, presentations, and written reports.
Ability to translate complex processes into user-friendly documentation.
Strong interpersonal skills for working closely with various departments, securing feedback on processes, and ensuring updates are cross-functionally communicated.
Ability to multitask and handle multiple tasks simultaneously.
Proactive attitude, ability to solve problems independently
Knowledge of financial products (consumer credit).
Knowledge of customer care operations.
Very good knowledge of the Czech language (oral and written).
Very good knowledge of the English language B2
Very good knowledge of MS Office, Google applications, Confluence
Experience in managing documentation or knowledge bases for internal teams.
Experience with audit preparations (internal or external) and report development would be an advantage
What we offer
Cooperation with an international team (opportunity to learn how the BNPL market works on other European markets and the Middle East and exchange experiences).
30 days of paid annual leave + 4 additional days off for administrative matters (34 days in total per year).
HO reimbursment, 123 CZK daily for meal
Subsidized Multisport card
5 days of additional paid leave for fathers after the birth of a child.
A well-located office in Prague Karlín or the possibility of hybrid work.
or
- 18600, Praha, Hlavní město, Czechia
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