Customer Support Assistant

Description

Job Summary: The Customer Support Assistant at CashMe oversees the registration process for credit operations, ensuring excellent service delivery and driving continuous improvement. Key Highlights: 1. Excellent customer support via telephone, email, and WhatsApp 2. Relationship management with end customers, partners, and internal departments 3. Process optimization and proactive problem resolution **The Role \- Customer Support Assistant** The Customer Support Assistant at CashMe is responsible for overseeing the registration process for credit operations secured by real estate and keeping customers informed throughout the entire process to ensure predictability. Our mission is to deliver excellent service via telephone, email, and WhatsApp while maintaining SLA compliance and achieving a strong NPS. It is critically important that the employee proactively proposes improvements based on daily insights. In addition to managing relationships with end customers and partners, building strong collaboration with internal departments—especially Legal and Finance—is also essential. **Key Challenges:** * Serve as the liaison among CashMe, end customers, and partners * Collaborate with internal departments to ensure effective execution of processes * Oversee the entire registration process (fiduciary assignment) from start to finish * Handle notary office requirements by guiding customers on appropriate actions for effective resolution * Implement measures to prevent conflicts * Propose process improvements * Identify potential critical cases to enable proactive interventions. **Main Requirements:** * Bachelor’s degree or nearing completion * Familiarity with Home Equity and registration procedures (fiduciary assignment) is preferred * Strong sense of urgency and conflict management skills * Excellent interpersonal communication skills * Passion for supporting customers and stakeholders * Proficiency in simultaneously operating multiple systems **Responsibilities** * Provide customer support through CashMe’s official channels (telephone, WhatsApp, and email), including document analysis and organization, registration and historical record updates in official systems, as well as evaluation and monitoring of contractual conditions and scheduled payments; * Maintain clear, consistent, and transparent communication with customers, fully understanding their needs and expectations; * Demonstrate empathy and self-control in interactions with both internal and external customers; * Build team connection by actively participating in meetings; * Collaborate with the team to identify potential improvements for optimizing daily workflows; * Maintain strong rapport and interaction with partner departments to resolve day-to-day issues; * Continuously deepen knowledge of departmental products and processes; * Maintain clear communication with the supervisor, openly addressing challenges; Maintain effective time and routine management. * **Important Skills** * Verbal and written communication proficiency. * Ability to collaborate across various organizational departments. * Strong organizational and time management skills.