Customer Support Specialist (Fixed-Term Contract)

As a Customer Support Specialist at ClearScore, you will manage escalated user queries via email, phone, and social media, prioritizing their needs and providing effective resolutions. You'll also play a key role in creating an internal feedback loop to enhance product development based on user insights.

Ideal candidates for the Customer Support Specialist position at ClearScore should have some experience in customer service, particularly in the fintech or financial services sector. Strong writing skills and a good command of English are essential. A customer-centric attitude and a willingness to learn are also key.

ClearScore adopts a flexible hybrid work model, where Customer Support Specialists are expected to be in the office a minimum of two days per week. This structure balances remote work flexibility with the benefits of in-person team collaboration and mentorship.

For the Customer Support Specialist role at ClearScore, strong communication skills are crucial, particularly for written correspondence. Attention to detail, analytical thinking, customer obsession, and time management abilities are also essential to succeed in this fast-paced environment.

At ClearScore, the culture is inclusive and user-centric, promoting diversity and collaboration. Customer Support Specialists enjoy a flexible work environment, opportunities for career growth, and a supportive atmosphere that values contributions from all levels of staff.

When addressing a difficult customer inquiry, it’s important to remain calm and patient. Listen actively to their concerns, empathize with their situation, and provide clear information on how you can assist. Use this opportunity to showcase your problem-solving skills and ability to turn a negative experience into a positive resolution.

Certainly! One instance was when a customer was upset due to a misunderstanding about our services. I carefully listened, acknowledged their frustration, and then clearly explained how our product works and offered a solution. This approach not only resolved the issue but also restored their confidence in our brand.

I am excited about the opportunity to work with ClearScore because of its commitment to empowering users in their financial journeys. I admire how ClearScore integrates technology with user feedback, and I am eager to be part of a team that prioritizes making positive impacts on customers' lives.

Key qualities include strong communication skills, empathy, attention to detail, and the ability to manage multiple queries efficiently. A customer-centric mindset is vital, as is a willingness to learn and adapt to new challenges in a fast-paced environment.

I make use of task management tools and prioritize my workload based on urgency and complexity. Keeping thorough notes on each interaction helps me maintain context and follow up effectively, ensuring I meet customer expectations consistently.

In my previous role, a customer had a critical issue that required immediate attention. I not only resolved the problem but took the extra step of following up with them to ensure their satisfaction. This proactive approach not only made a significant impact on the customer but also fostered their loyalty.

I prioritize self-care and time management. When the work volume increases, I break tasks into smaller, manageable steps and take brief moments to recharge when necessary. This helps me maintain focus and composure while delivering quality support.

I like to use a mix of direct communication during interactions, along with follow-up surveys to gain insights after cases are resolved. Listening to customer suggestions and concerns helps me understand their needs better and improve the service provided.

I have hands-on experience using Zendesk in my previous roles. I am familiar with ticket management, tracking customer interactions, and using reporting tools to analyze service effectiveness. My familiarity with CRM systems helps streamline my support processes.

Customer support is crucial in fintech as it builds trust and provides reassurance to users managing their financial decisions. With complex products and diverse needs, effective support not only addresses immediate queries but also enhances customer understanding and loyalty over time.