Customer Operations Associate (Hybrid)

June 7

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Hokodo

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The leading B2B Buy Now, Pay Later solution in Europe, empowering businesses to buy, sell and do more.

Insurtech • Innovation • B2B Trade • Trade Finance • Cargo

51 - 200

💰 $40M Series B on 2022-06

Description

• Providing support to Hokodo’s customers: Responding to requests for support within agreed SLAs via email and chat • Proactively solving customers’ problems: Finding solutions by investigating issues collaborating closely with other teams • Identifying opportunities to improve our processes: Proposing and implementing process change, and providing input to our Product/Tech roadmap • Communicating in a friendly, positive and professional manner: Ensuring our customers have a great experience when they need assistance from Hokodo • Conducting manual fraud reviews: Reviewing orders flagged by our system and identifying emerging fraud trends

Requirements

• Fluent in English and French: you will be supporting our UK and European customers • Customer facing role: two to three years’ experience in a customer facing role • Strong problem solving skills and attention to detail: able to solve problems and evaluate processes • Strong organisational skills and ability to prioritise: able to assess what is urgent and adapt approach, can switch between different tasks • Desire to go above and beyond for customers: motivated to ensure Hokodo delivers an excellent customer experience • Confidence using web-based applications, systems and tools: We use a range of web-based tools to communicate with our customers and other teams, and to investigate problems. • Fluency in another European language, especially French or German: We’re an international company and, as we expand, additional languages help us to communicate with all of our customers.

Benefits

• 📈 Share Options • 🏖️ Holiday entitlement: 25 days + bank holidays • 🎓 Annual Learning and Development budget • ✈️ Globetrotter travel policy: Spend up to 60 days abroad each calendar year • 🏥 Health Insurance • 🫂 Taking well being seriously: Access to qualified therapist, confidentially via video or chat through Spill • 👶 Enhanced Parental Leave • 🌴 Yearly offsites and other company socials: Previously, we have been to Malta & Majorca, as well as regular meetups in London, Paris and Lithuania • 🧓 Pension: (we know this is not really a benefit - but we get asked a lot about pension contributions) Employer contribution of 3% and individual contribution of 5% based on qualified earnings.