Pacific Working Capital is seeking a dedicated and articulate Remote Chat & Email Support Representative to join our team. We are an organization committed to supporting the success of small businesses by providing a transparent, easy, and inspiring lending experience. As a first point of contact, you will play a crucial role in delivering exceptional customer service that reflects our core values and helps business owners get the support they need to thrive. This is a full-time, remote position for a candidate who is passionate about helping others and excels in written communication.
Responsibilities:
Respond promptly and professionally to customer enquiries via live chat and email channels.
Provide clear and accurate information regarding our lending products, services, and application processes.
Effectively troubleshoot customer issues, identify solutions, and guide them through to resolution.
Maintain detailed and accurate records of all customer interactions and feedback within our systems.
Collaborate with internal teams, including our Lending Specialists, to manage and resolve more complex enquiries.
Uphold a high standard of customer satisfaction by providing a supportive and positive experience.
Embody the company's commitment to transparency and speed in all communications.
Qualifications:
Proven experience in a customer support role, with a strong focus on chat and email communication.
Exceptional written communication skills, with impeccable grammar, spelling, and punctuation.
Strong problem-solving skills and the ability to think critically to find effective solutions for customers.
Excellent time-management and organisational skills, with the ability to work independently in a remote environment.
A customer-focused mindset with a patient, empathetic, and professional demeanour.
Experience in the financial services or FinTech industry is highly desirable but not essential.
Proficiency with customer support software and CRM systems is an advantage.
Must have a reliable high-speed internet connection and a suitable, quiet home-working environment.