Customer Service Specialist

Orbital is on an exciting mission to revolutionise global cross-border payments by innovatively combining traditional fiat banking rails with stablecoins over blockchain rails for a variety of use cases. Our class leading B2B payments platform offers multi-currency e-money accounts (corporate IBANs) combined with a suite of digital assets services. Our company sits at the frontier of payments & fintech, by intersecting blockchain and traditional (fiat) financial services, and is leading the way to bridging those two worlds for corporate enterprises globally. 

We believe blockchain technology is firmly here to stay, and we want to be the first to bring a combined offering of fiat & crypto payment services under one exciting platform. Learn more about our team and company story here.

What is the purpose of this role in the delivery of our mission?

Working as part of the Operations & Client Service team, you will be responsible for 24/7 B2B customer service support for our corporate customers. You and your team will be the single point of contact for all operational queries across our B2B and C2B products.

What are the key responsibilities / activities of the role?

• The Customer Service Specialist will be responsible for providing 24/7 customer support for various products of the company such as Crypto processing, Global Accounts, Exotic FX and other new products that may be released.

• Provide timely, effective, and accurate responses to customer queries via multiple channels including Chat, Ticketing System, Email, and Phone.

• Monitor risk operation alerts and technology dashboards, proactively identifying and raising issues to prevent service disruptions.

• Collect and organise customer feedback regarding products, services, and capabilities, and collaborate with the relevant teams to address concerns.

• Work closely with the Customer Service Team Lead, Head of Customer Service, and cross-functional teams to resolve escalated customer complaints and ensure customer satisfaction.

• Communicate any client feedback or concerns regarding services and systems to the Customer Service Team Lead, Head of Customer Service, ensuring proper action is taken by internal teams.

• Ensure all client needs and deliverables are met within agreed timelines, including providing support in the preparation and submission of periodic reports and trackers.

• Assist in the preparation and analysis of customer data to support effective customer relationship management.

• Identify patterns or irregularities in client requests, offering insights and strategic suggestions to improve customer outcomes and processing efficiency.

• Take on additional tasks and duties as assigned by management to continuously enhance client satisfaction and service efficiency.
  

What is the scope of accountability for the role?

• Responsible for ensuring that customer queries are resolved effectively and promptly across multiple channels, with a focus on high levels of satisfaction and service quality.

• Accountable for identifying, reporting, and addressing operational or technology issues that could impact service delivery, working proactively to prevent service disruptions.

• Accountable for collaborating with internal teams (Customer Service Team Lead, Head of Customer Service, and other cross-functional teams) to resolve escalated issues and ensure customer concerns are addressed properly.

• Accountable for collecting, organising, and conveying client feedback, and ensuring that appropriate actions are taken by internal teams to improve services and systems.

• Accountable for ensuring that client needs and deliverables are met within agreed timelines, including preparing periodic reports, trackers, and analysing customer data to support decision-making.
  

What are the essential skills, qualifications and experience required for the role?

• 3+ years of experience in a similar role, with a strong preference for candidates with experience in a payments processor, issuing bank, or cryptocurrency payments company.

• Exceptional customer service skills, with strong verbal and written communication abilities.

• Proven ability to prioritise critical tasks and manage multiple responsibilities effectively while meeting deadlines in a fast-paced, growth-oriented environment.

• Advanced proficiency in Microsoft Excel, including financial modeling and database management.

• Strong work ethic, excellent judgment, initiative, and meticulous attention to detail.

• In-depth understanding of business operations, with the ability to navigate the upstream and downstream activities that impact the operational finance team.

• Demonstrated expertise in research, critical thinking, problem-solving, and analytical skills to drive decision-making.

• Experience in B2B/B2C technology, fintech, or payment services sectors is highly advantageous.

• Ability to represent the company and brand with professionalism and excellence in all interactions.
  

What are the desirable skills, qualifications and experience that would be beneficial for the role?

• Experience in a BPO or Banking setting/industry

• Knowledge of ticketing systems or process

• Experience of Fintech industry