Experienced Customer Service Agent (Live Chat) – Accelerate Customer Happiness at arenaflex
At arenaflex, we're revolutionizing the way people move across borders by building financial products that accelerate their economic freedom. With a passion for innovation and a commitment to customer satisfaction, we're seeking an exceptional Customer Service Agent (Live Chat) to join our team. As a key member of our Customer Operations team, you'll play a vital role in delivering world-class service to our customers, ensuring their needs are met, and their experiences are seamless.
About arenaflex
arenaflex is a dynamic and forward-thinking company that's pushing the boundaries of financial services. We're not just building products; we're building a community that empowers people to take control of their financial lives. Our culture is built on a foundation of collaboration, innovation, and a passion for progress. We're proud of the work we do, and we're excited to have you join our journey.
How we work
At arenaflex, we believe that everyone has a voice and the opportunity to make an impact. We encourage our team members to take ownership of their work, think creatively, and experiment relentlessly to meet our customer's needs. We're a feedback-driven company, and we're always open to new ideas and perspectives. Our teams are collaborative, and we work together to achieve our goals. We're proud of our culture, and we're excited to share it with you.
What you'll be doing
As a Customer Service Agent (Live Chat), you'll be the face of arenaflex, delivering exceptional customer service to our customers via live chat and email. Your key responsibilities will include:
- Engaging with new and existing customers to ensure a seamless experience in a fast-paced, ever-evolving environment.
- Meeting performance targets, including quality, volume of conversations, and customer retention, with continuous feedback for development.
- Identifying customer pain points and proactively suggesting process, tool, or product improvements to enhance efficiency.
- Collaborating with teams such as Underwriting, Claims, and Fraud to optimize the customer journey.
- Ensuring compliance with FCA guidelines in all customer interactions.
- Building expert knowledge of our products, systems, and processes, with access to internal resources for support.
- Identifying vulnerable customers and ensuring they receive appropriate support.
- Assisting in onboarding new team members through shadowing and mentoring, contributing to a culture of knowledge-sharing.
- Supporting colleagues by answering policy-related queries as needed.
Who you are
We're looking for someone who is passionate about delivering exceptional customer service, adaptable, and comfortable with change. You'll be proactive in finding solutions rather than waiting for others to act. You'll be skilled at simplifying complex information for customers, curious, and unafraid to ask questions. You'll be a strong team player who enjoys supporting colleagues and collaborating to improve processes. You'll be open to feedback and eager to grow within a feedback-driven company.
What we're looking for from you
Previous experience in a customer-facing role is desirable, particularly in online customer support. You'll need excellent written and verbal communication skills. You'll be able 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.
Perks of the job
As a Customer Service Agent (Live Chat) at arenaflex, you'll enjoy a range of benefits, including:
- Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. 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 – Unleashing your inner fitness guru or having a hassle-free commute – we've got you covered!
- Plus a monthly team social budget, bi-weekly office lunches, and Office tea, coffee, and snacks!
Our Process
We're excited to meet our next team member! Our recruitment process typically involves three stages: 1. Initial call with one of our Talent Acquisition team (20 mins) 2. A short online exercise 3. A technical & culture interview with two People from our Operations Team (60 mins) We'll let you know if you're invited to an interview or not. But, as a small team with a lot of applications to consider, we can't give individual feedback on each application.
Everyone belongs at arenaflex
At arenaflex, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice, or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age, or background does not affect how we process job applications. 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 here 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 service and want to be part of a dynamic and forward-thinking company, we'd love to hear from you! Apply now to join our team as a Customer Service Agent (Live Chat) at arenaflex. Apply for this job