Customer Operations Representative, French speaking
Riga, LatviaFull-TimeMid-levelOperations
Location
- We work in a hybrid way, coming in to office 3 days a week (Monday, Wednesday, Thursday)
Working hours
- Monday - Friday 10 am - 7 pm
- We are a 24x7 operation and require our employees to demonstrate a willingness to work on bank holidays.
What excites you
- Support French and English speaking customers through various channels e.g. email, phone and online meetings, ensuring the delivery of a first-class customer experience
- Advise merchants on best practices with the GoCardless product
- Handle internal escalations to relevant teams if necessary, such as Engineering, Privacy, Security, to develop product expertise and yield solutions for customers
- Provide support on ad-hoc translations and internal operations regarding the GoCardless product to colleagues, via internal chats and escalations
- Review and create GoCardless Partner accounts for businesses
- Take part in resolving incidents and sending larger comms to impacted customers, where relevant
- Supporting the company in delivering projects, both internal and external to the Customer Support team.
- Document procedures and learnings to keep building internal knowledge to optimise scalable operations
What excites us
- You are verbally fluent in English and French and can communicate clearly in writing in order to support customers via email or over the phone.
- You have some previous experience working in a Customer Support role
- You care deeply about providing customers with a great experience whilst keeping calm under pressure
- You take pride in having strong attention to detail and always see tasks through to completion
- You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
- Ideally you have some understanding of anti-money laundering and counter-terrorist financing
The Good Stuff!
- Wellbeing: Dedicated support and medical cover to keep you healthy.
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
- Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
- Equity: All permanently employed GeeCees get equity to share in our success.
- Parental leave: Tailored leave to support your life's great adventure.
- Time off: Annual holiday leave based on your location, supplemented by 3 volunteer days and 4 wellness days.
We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand
- 45% identify as women
- 23% identify as Black, Asian, Mixed, or Other
- 10% identify as LGBTQIA+
- 9% identify as neurodiverse
- 2% identify as disabled
