Customer Operations Executive - Italian Speaking

Customer Operations Executive - Italian Speaking

About us

Liberis is on a mission to supercharge the power of small businesses all over the world - delivering the financial products they need to grow through a network of global partners.  

Before all else, Liberis is a technology company, connecting finance with small businesses. 

We use data to help partners understand their customers’ real time needs and tech to offer tailor-made funding and financial products. Empowering small businesses to grow and keep their independent spirit alive is central to our vision. 

Up to now we have funded almost 40,000 small businesses with over $1.5bn - but we believe there is much more to be done.  

• You have previous experience or an interest in a career in FinTech.
• You are fluent in English and Italian languages.
• You love talking to customers to find ways to solve problems efficiently and independently.
• You can manage a continuous high workload by being able to plan and prioritise. However, you also enjoy the daily rush of unexpected new tasks and can adapt quickly.
• You want to support on additional projects which will support your development.
• You have strong analytical skills, and are comfortable working with numerical data to assist you with customer queries.
• You want to grow within Liberis, with an opportunity to develop and evolve this role further. As this role is crucial to expanding our growing Customer Operations function, we are looking for a real self-starter who wants to make an impact from the get-go. The role is essential to the ongoing expansion of our Customer Operations function, and working under the Global Operations function will provide endless opportunities for cross-functional collaboration and development.

• Be the main point of contact for all existing customers by responding promptly and professionally to customer inquiries via inbound calls, emails and live-chat
• Be the voice of the customer to the rest of the business by collating and sharing customer feedback. Collaborate with other departments to make the customer journey quick, positive, and frictionless.
• Identify, and solve customer payment queries.
• Use your bilingual skills to assist Italian customers who require support in their respective languages.
• Own the customer query and investigation from point of escalation through to resolution.
• Be open-minded and offer alternative solutions with the aim to help every customer. Contribute to the NPS score via effective customer issue prevention and resolution.
• Perform admin tasks for in-life customers.
• Strong ability to multitask and prioritise tasks in a fast-paced work environment.
• Active listening skills to understand and address customer needs.
• Use Salesforce CRM, Zendesk and other software tools.
• Provide support to the colleagues in your team for quick customer resolution. Fill in when needed for other in-life teams and colleagues.
• Work as part of a close-knit team with a shared vision of doing right by the customer.
• Demonstrate Liberis values: to be open, interested, proactive and bright.

What happens next?

Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!

Our hybrid approach

Working together in person helps us move faster, collaborate better, and build a great Liberis culture. Our hybrid working policy requires team members to be in the office at least 3 days a week, but ideally 4 days. At Liberis, we embrace flexibility as a core part of our culture, while also valuing the importance of the time our teams spend together in the office.

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