Job Description
At arenaflex, we're revolutionizing the way people move across borders by building financial products that accelerate their economic freedom. With a focus on delivering exceptional customer care, we're seeking an experienced Customer Service Agent (Live Chat) to join our team and help us achieve our mission. **About arenaflex** arenaflex is a dynamic and innovative company that's changing the face of financial services. We're passionate about creating products that meet the unique needs of people who move across borders, and we're committed to providing world-class service to our customers. Our team is made up of talented individuals from diverse backgrounds, and we're proud of the culture we've created. **How we work** At arenaflex, we're proud of our collaborative and open culture. We believe that everyone has a voice and the opportunity to make an impact, and we encourage our team members to take ownership of their work. We're always looking for ways to improve and innovate, and we're committed to taking risks and thinking creatively to meet our customers' needs. **Customer Service Agent (Live Chat) Role** As a Customer Service Agent (Live Chat), you'll be the face of arenaflex, providing exceptional customer care to our customers via live chat and email. You'll be responsible for ensuring a seamless experience for our customers, meeting performance targets, and identifying opportunities to improve our processes and products. **Key Responsibilities** * Engage with new and existing customers via live chat and email, ensuring a seamless experience in a fast-paced, ever-evolving environment. * Meet performance targets, including quality, volume of conversations, and customer retention, with continuous feedback for development. * Identify customer pain points and proactively suggest process, tool, or product improvements to enhance efficiency. * Collaborate with teams such as Underwriting, Claims, and Fraud to optimize the customer journey. * Ensure compliance with FCA guidelines in all customer interactions. * Build expert knowledge of our products, systems, and processes, with access to internal resources for support. * Identify vulnerable customers and ensure they receive appropriate support. * Assist in onboarding new team members through shadowing and mentoring, contributing to a culture of knowledge-sharing. * Support colleagues by answering policy-related queries as needed. **Who We're Looking For** We're looking for a passionate and experienced customer service professional who is comfortable working in a dynamic start-up environment. You'll be adaptable, proactive, and skilled at simplifying complex information for customers. You'll be a strong team player who enjoys supporting colleagues and collaborating to improve processes. **Essential Qualifications** * Previous experience in a customer-facing role, particularly in online customer support. * Excellent written and verbal communication skills. * Ability to work 2-3 weekend days per month (with a day off in lieu), 1-2 late shifts (6-9pm) per week, and occasional bank holidays (with a lieu day) as part of a rota. **Preferred Qualifications** * Experience working in a fast-paced, customer-facing environment. * Knowledge of financial products and services. * Familiarity with FCA guidelines and regulations. **Perks of the Job** * Flexi-office working – spend at least 2 days a week with your team in our Budapest office, and the rest is up to you! * Learning and development – personal budgets for books and training courses to help you grow in your role, plus 2 days a year – on us! – to further your skillset. * Mental wellbeing support – access therapy and mental health sessions through Oliva. * Competitive bonus scheme – designed to reward and recognize high performance. * SZÉP card – budget to spend on meals, leisure, and accommodation. * Sabbatical Leave – get a 4-week fully paid sabbatical after being with us for 4 years. * Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office. * Medicover Blue package – an exclusive pass to top-notch healthcare services. * All You Can Move membership OR Monthly BKK pass – unleash your inner fitness guru or have a hassle-free commute – we've got you covered! **Our Process** We'll be reviewing applications on a rolling basis, and we'll be in touch with candidates who progress to the next stage of our process. Our process includes: * Initial call with one of our Talent Acquisition team (20 mins) * A short online exercise * A technical & culture interview with two People from our Operations Team (60 mins) **Everyone Belongs at arenaflex** At arenaflex, we're committed to hiring people from all walks of life with the passion and skills needed to help us achieve our company mission. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong. **Recruitment Privacy Policy** We take privacy seriously at arenaflex. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view it here . If you're passionate about delivering exceptional customer care and want to be part of a dynamic and innovative company, we'd love to hear from you. Apply now to join our team and help us accelerate customer happiness at arenaflex! Apply for this job