This role will be based in our 5HP, London Victoria office
As the Awards Customer Service Executive, you will be the first touchpoint for queries from entrants into the Money20/20 Awards - providing exceptional customer service over email, phone and live chat in a timely and professional manner.
The Awards exist to recognise global excellence in fintech. Your focus will be on providing end-to-end support and ensuring all customers have a smooth and positive experience, from registration to award announcement.
Key accountabilities:
- Develop and nurture relationships with customers to provide world-class Awards services.
- Engage with customers over the phone and by email on a daily basis - understanding their needs and making sure they receive the correct and relevant answers within a 24 hour SLA period.
- Responsible for managing and improving the Awards customer service function.
- Offering guidance on the entry process and queries to customers from around the world
- Expert understanding of Money20/20 Awards rules and T&Cs - able to help our customers navigate the entry journey
- Building a comprehensive understanding of the business in order to talk cross-portfolio to better serve our customers – including other internal stakeholders when necessary
- Feeding back trends and common queries to other teams within the business to identify ways common queries can be addressed
- Working closely with sales, marketing, IT, or product teams to resolve issues that require input from other parts of the company
- On-site coordination and delivery of Awards activities which supplement the overall customer experience
If you don't meet every single requirement, we'd still encourage you to apply. At Money20/20, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role, we would still like you to apply.
This list is not exhaustive and there may be other activities you are required to deliver.