Customer Support Specialist (evening Shift)

Benivo is a B2B HR technology company helping global enterprises engage and support their employees in their relocation journey. We are on a mission to transform the global mobility industry with smart technology.

Benivo are looking to on board experienced Customer Operations Specialists, to join the customer support team in supporting Benivo’s users with navigating through their accounts, as well as performing operational tasks related to our services. This includes processing financial transactions via Benivo’s relevant products.

You’ll be responsible for getting customers on a path to an issue-free payment experience, listen to the voice of the customer to identify pain-points, and have the opportunity to collaborate with various internal teams to optimize the customer experience.

This is an exciting time to join Benivo as we scale-up and continue to grow our customer support team. You’ll have the opportunity to interact with customers around the world and have the ability to make a significant impact.

In this role you’ll need to:

• Support Benivo’s users via email, chat and phone (scheduled pre booked calls)
• Pick up relevant Payment related tasks and process them within our established SLAs
• Ensure all inbound queries are recorded with relevant notes for all company stakeholders
• Report issues to internal team for resolution (Content, Client Management, Finance, and Tech)
• Perform customer support operation tasks, including purchasing and distributing gift vouchers
• Provide and maintain up-to-date support team documentation
• Monitor and report on contact reasons for incoming support reasons
• Support on projects that require engagement/outreaches to employee platform users
• Support generation or upkeep of playbooks for new subjects as encountered
• Ensuring compliance with payment regulations and guidance