Experienced Customer Operations Executive – Accelerating Customer Satisfaction and Loyalty at arenaflex

At arenaflex, we're revolutionizing the way people access financial products and services, especially those who move across borders. Our mission is to accelerate economic freedom for millions of people worldwide. We're scaling beyond our initial success in car insurance, and we're looking for talented individuals to join our team as Customer Operations Executives.

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 our customers, and we're committed to delivering exceptional customer experiences. Our culture is built on collaboration, autonomy, and a willingness to take calculated risks. We believe that everyone has a voice and the opportunity to make a meaningful impact.

Our Culture

We're proud of the culture we've created at arenaflex, and we're excited to share it with you. We're a team that's always open to helping each other, sharing ideas, and learning from our experiences. We take ownership of our work, and we're not afraid to challenge the status quo. We believe in autonomy and ownership, but we also know that clear direction is essential. That's why we collaborate to set clear goals and objectives, and we work together to achieve them.

Customer Operations Executive Role

As a Customer Operations Executive at arenaflex, you'll play a critical role in delivering exceptional customer experiences. You'll join either our Customer Happiness team or our Retention Ops team, depending on your skills and interests. Your primary responsibility will be to engage with customers via live chat and email, ensuring a seamless experience in a fast-paced and ever-evolving environment.

Key Responsibilities

* Engage with new and existing customers via live chat and email, ensuring a seamless experience in a fast-paced and 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 individuals who are passionate about delivering exceptional customer service. You should be adaptable and comfortable with change, thriving in a dynamic start-up environment. You should be proactive in finding solutions rather than waiting for others to act. You should be skilled at simplifying complex information for customers, and you should be curious and unafraid to ask questions.

Essential Qualifications

* Previous experience in a customer-facing role is desirable, 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 in the financial services industry.

• Knowledge of FCA guidelines and regulations.
• Experience with customer relationship management (CRM) systems.

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 to 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!
• 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 process is designed to be efficient and effective, and we'll guide you through each stage. Here's what you can expect:

• Initial call with one of our Talent Acquisition team (20 minutes)
• A short online exercise
• A technical and culture interview with two people from our Operations Team (60 minutes)

Everyone Belongs 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. We encourage everyone to apply for our open roles, and we're committed to hiring without judgment, prejudice, or bias.

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 experiences and want to join a dynamic and innovative company, we'd love to hear from you! Apply now to become a Customer Operations Executive at arenaflex. Apply for this job