Voice Of The Customer Specialist (Fintech)

TL;DR

Voice of the Customer Specialist (Fintech): Managing customer complaints and feedback loops to drive service improvements with an accent on root cause analysis and cross-functional collaboration. Focus on resolving complex escalations, defending company positions in regulatory queries, and enhancing customer retention through proactive engagement.

Location: Dublin, Ireland (Onsite)

Company

hirify.global is a leading worldwide provider of payment technology and software solutions.

What you will do

• Resolve customer complaints through thorough investigation and negotiation to ensure satisfaction.
• Conduct root cause analysis to identify process improvements and prevent recurrence.
• Handle Financial Ombudsman cases and provide professional responses to defend company positions.
• Analyze customer satisfaction feedback (IBS/RBS) to provide actionable insights to Product, Marketing, and Compliance teams.
• Manage online customer-facing channels like Trustpilot and Google Reviews to maintain brand reputation.
• Coordinate cross-functional projects to ensure timely implementation and high customer satisfaction.

Requirements

• Strong customer service skills with a proven ability to build and maintain professional relationships.
• Experience in complaint resolution and negotiation.
• Ability to analyze data and report on customer satisfaction metrics.
• Excellent communication skills for cross-functional collaboration with Marketing, Sales, and Product teams.
• Must be based in Dublin, Ireland.