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JaJa Finance Ltd

Customer Services Representative / Back office support

Operations – London, London, City of
Department Operations
Employment Type Full-Time
Minimum Experience Experienced

CUSTOMER SERVICES REPRESENTATIVE

 

ABOUT JAJA

 

Jaja is an innovative UK based consumer finance business. Leading initially with a digital credit card launching in 2018, and a pipeline of consumer finance solutions in the making. Working closely with Visa as a Principal Member and leveraging our own consumer credit license authorised by FCA, we are challenging an industry that has seen little real innovation in nearly twenty years.


ABOUT THE ROLE

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money. 

We’re looking for a focused professional who is truly passionate about pushing new boundaries in the marketplace to join us as a customer services representative, who will be responsible for driving exceptional customer service. 

The customer services representative will get a unique opportunity to support an exciting start-up during a period of growth. We believe Customer service team members are the gatekeepers of our brand. 

As a customer service representative, you will be given the opportunity to solve any problems the user may have including resolving technical issues to problems with the business’s Operations to anything and everything in between!

In order to be effective at answering customer queries, it is vital that our Customer Services representative knows our company backwards and forwards. You will be given the freedom to learn from some of the exceptional talents we have on board (also known as your team members).

Making sure the customer is happy is paramount. It is vital to the success of JaJa that all customers walk away smiling. Happy customers are returning customers, and returning customers bring their friends!

Customer service team members will be given the freedom to think of ways to improve the overall customer experience, not necessarily limited to times when things are going wrong but looking at the bigger picture and improving our customer experience. 

Customer service reps will be empowered to serve as the voice of the customer. One of the most important jobs of the customer service representative is to take the feedback they get from users and translate it to the product team. The customer service team interacts directly with users every day, so understandably customer service associates help serve as the bridge between the user and the product. The product team will then take the feedback they relay and build it directly into the product…magic!

What you’ll be doing (including but not limited to the following): 

  • Handling customer enquiries via webchat, emails and phone calls
  • Providing a range of processing and administrative activities, to provide our customers with a cost-effective and efficient service
  • Suggesting and supporting process improvements
  • Generating original solutions to problems
  • Manage a variety of different workloads and processes, at any one given time.
  • Delivering an exceptional customer experience
  • Helping shape the culture of the business
  • Being part of an exciting challenge to the industry dinosaurs

Experience & Qualifications required:

  • Have the ability to quickly become familiar with new concepts and processes
  • Proficiency in MS Word, Excel and Outlook
  • Are enthusiastic, committed and have great attention to detail
  • Excellent verbal and written communication skills 
  • Able to manage a variety of different workloads and processes, at any one given time. 
  • Strong focus on delivering an exceptional customer experience 
  • Strong service delivery ethic, including the ability to work under pressure and to tight timescales, with imposed deadlines for the completion of the work. 
  • Some exposure to financial services
  • Ability to work with minimal supervision within a dynamic team environment  
  • Show ownership and accountability for offering solutions to help and benefit our customers   
  • Actively seek to improve processes and workflows 
  • Ability to balance workload and deal with multiple priorities 

You should apply if: 

  • You care deeply about helping customers make better financial choices
  • You’ve been involved in a service function
  • You like working in a modern and comfortable office where everyone works together to achieve collective goals
  • Have strong literacy skills
  • What we’re doing at Jaja excites you!

Bonus points for experience in Start-Ups and FinTech

What's in it for you?

  • The chance to make a real impact in a growing start-up on a mission to change the face of the consumer finance industry forever
  • A flat and collaborative team structure fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself
  • You will be appreciated and listened to - We look for the brightest and smartest
  • Competitive salary 
  • Friday drinks and social Jaja Sessions where lofty ideas are rewarded
Thank You
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  • Location
    London, London, City of
  • Department
    Operations
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
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