Experienced Customer Operations Associate – Delivering Exceptional Customer Experiences through Omni-Channel Support and Process Improvement

Welcome to blithequark blithequark is a pioneering organization that seamlessly combines global reach with local talent, fostering an environment where professionals can thrive and make a tangible impact. We partner with forward-thinking companies that prioritize quality, partnership, and responsibility, creating high-performing teams that drive success. By meticulously matching skills with business needs, we empower specialists to contribute their expertise to projects that truly matter. Joining blithequark means becoming part of a dynamic ecosystem where talent matching is a deliberate decision, not a coincidence. About the Role Our client is seeking an experienced Customer Operations Associate to join their growing team, dedicated to providing outstanding service to customers. As a key member of the Customer Operations team, you will be responsible for resolving customer inquiries through omni-channel communication, ensuring accurate and timely support. This role offers a unique opportunity to launch or advance your career in customer operations, collaborating with cross-functional teams, and gaining exposure to new systems and products in a supportive and dynamic environment. Key Responsibilities Resolve customer inquiries primarily via email, with occasional phone support, maintaining a high level of professionalism and delivering exceptional quality service while building positive customer relationships. Collaborate with consumers and merchants to gather and evaluate information to resolve escalated loan processing issues, demonstrating proactive problem-solving skills and sound judgment. Participate in ongoing training to expand your skills and responsibilities, identifying areas for growth and development. Identify trends and areas for improvement, such as customer experience, process quality, or product features, and contribute to the implementation of enhancements. Support ad-hoc projects and the incubation of new products and features, demonstrating adaptability and a willingness to learn. Manage schedules, emails, and chat channels independently to ensure productivity and strong quality scores, leveraging strong organizational skills with attention to detail. Requirements To excel in this role, you should possess: A willingness to support operations during evenings, weekends, and public holidays, demonstrating flexibility and a commitment to delivering exceptional customer experiences. Strong written and verbal communication skills, with the ability to articulate complex information in a clear and concise manner. Ability to deliver high-quality work independently in a fast-paced, virtual environment, with a strong focus on attention to detail and organizational skills. Previous experience in customer support (phone, email, chat) is highly desirable, with a proven track record of resolving customer inquiries and delivering exceptional service. Proactive problem-solving skills and sound judgment, with the ability to think critically and make informed decisions. Collaborative mindset and eagerness to learn from cross-functional partners, with a strong ability to work effectively in a team environment. Ability to manage multiple priorities with strong follow-through, demonstrating excellent time management and organizational skills. Familiarity with Mac (iOS) and Google Workspace tools is a plus, with a willingness to learn and adapt to new technologies. Essential Qualifications In addition to the requirements outlined above, the ideal candidate will possess: A strong passion for delivering exceptional customer experiences, with a customer-centric approach and a commitment to resolving inquiries in a timely and professional manner. Excellent analytical and problem-solving skills, with the ability to think critically and make informed decisions. Strong communication and interpersonal skills, with the ability to build positive relationships with customers, colleagues, and stakeholders. A willingness to learn and adapt to new technologies, processes, and systems, with a commitment to ongoing professional development. Preferred Qualifications While not essential, the following qualifications are highly desirable: Previous experience working in a customer operations or support role, with a proven track record of delivering exceptional customer experiences. Familiarity with customer relationship management (CRM) software and other customer support tools, with the ability to learn and adapt to new technologies. Strong data analysis skills, with the ability to interpret and act upon customer data and trends. Experience working in a fast-paced, dynamic environment, with a strong ability to prioritize tasks and manage multiple projects simultaneously. Skills and Competencies To succeed in this role, you will require: Excellent communication skills : The ability to articulate complex information in a clear and concise manner, both written and verbally. Strong problem-solving skills : The ability to think critically and make informed decisions, with a proactive approach to resolving customer inquiries. Collaborative mindset : A willingness to work effectively in a team environment, with a strong ability to build positive relationships with customers, colleagues, and stakeholders. Adaptability and flexibility : A willingness to learn and adapt to new technologies, processes, and systems, with a commitment to ongoing professional development. Time management and organizational skills : The ability to prioritize tasks and manage multiple projects simultaneously, with a strong focus on attention to detail and organizational skills. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to supporting the growth and development of our employees. As a Customer Operations Associate, you will have access to: Ongoing training and professional development opportunities, with a focus on enhancing your skills and knowledge in customer operations and support. Cross-functional training and collaboration, with the opportunity to work with various teams and departments to gain a deeper understanding of our business and operations. A dynamic and supportive work environment, with a strong focus on teamwork, collaboration, and open communication. Opportunities for career advancement and growth, with a commitment to promoting from within and supporting the long-term career goals of our employees. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment, with a strong focus on: Teamwork and collaboration : We believe that teamwork and collaboration are essential to driving success, and we foster an environment that encourages open communication, mutual respect, and trust. Innovation and creativity : We empower our employees to think outside the box and explore new ideas and approaches, with a commitment to innovation and continuous improvement. Professional development and growth : We are committed to supporting the growth and development of our employees, with a focus on providing ongoing training, mentorship, and opportunities for career advancement. Work-life balance : We recognize the importance of maintaining a healthy work-life balance, and we offer flexible working arrangements, including remote and hybrid work options, to support the needs of our employees. Compensation, Perks, and Benefits As a Customer Operations Associate at blithequark, you can expect: A competitive salary and benefits package, with a focus on recognizing and rewarding outstanding performance and contributions. Flexible working arrangements, including remote and hybrid work options, to support your work-life balance and personal needs. Access to ongoing training and professional development opportunities, with a focus on enhancing your skills and knowledge in customer operations and support. A dynamic and supportive work environment, with a strong focus on teamwork, collaboration, and open communication. A range of perks and benefits, including private medical care, a MultiSport card, and life insurance, to support your health, well-being, and financial security. Conclusion If you are a motivated and customer-focused professional looking to launch or advance your career in customer operations, we encourage you to apply for this exciting opportunity. As a Customer Operations Associate at blithequark, you will have the chance to work with a dynamic and supportive team, develop your skills and knowledge, and contribute to delivering exceptional customer experiences. Don't miss out on this opportunity to join a forward-thinking organization and take your career to the next level. to become a part of the blithequark team and start your journey to success!