Customer Experience Feedback Specialist

4 days ago

Banana Shire, Australia Finom Full time
About Finom

Finom is a pioneering European fintech company headquartered in Amsterdam, dedicated to revolutionizing the financial landscape for entrepreneurs worldwide. Our mission is to develop a comprehensive, all-in-one financial B2B solution that seamlessly integrates banking functions, accounting, financial management, and invoicing into a cutting-edge, mobile-first platform. Over the past two years, our team has driven exponential growth, securing $50 million in investments and propelling us into hyper-growth mode. We're on track to become a unicorn start-up by 2025, backed by global funds like General Catalyst (known for supporting Airbnb, HubSpot, KAYAK, and Stripe). Finom has expanded its reach across 10+ EU countries, with a strong presence in key markets like Germany and France. At Finom, we're not just redefining the entrepreneurial experience—we're empowering our employees to make a real difference. Your work matters, and your impact extends far beyond product metrics. We foster innovation and an inspiring work environment where bold ideas thrive, prioritizing thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and our business as a whole.

About the Role

We are seeking a motivated and detail-oriented Customer Experience Feedback Specialist to join our Customer Support team. In this role, you will be primarily responsible for reconnecting with past clients, less active customers, or those who may have had less-than-ideal experiences with our company. Your main objective will be to gather targeted information through phone calls, understanding their concerns, and enticing them into meaningful conversations to extract valuable insights. You will be conducting calls for approximately 90% of your time, ensuring that you build rapport with clients and gather detailed feedback. The remaining 10% of your work will involve analyzing the collected data, identifying trends, and preparing comprehensive reports for our management team. Your analysis will be crucial in helping the company improve customer satisfaction and retention.

Key Responsibilities
  • Conducting outbound calls to former clients and customers with a focus on understanding their experience with our products/services.
  • Engage customers in meaningful conversations to gather detailed feedback on their experiences.
  • Utilize persuasive communication skills to encourage clients to share honest opinions and insights.
  • Record and organize feedback data accurately, ensuring all information is up-to-date and comprehensive.
  • Analyze collected data to identify patterns, common issues, and potential areas for improvement.
  • Prepare detailed reports summarizing findings and present them to the management team.
  • Collaborating with other departments such as Quality & Development, Product Development, and Marketing to communicate customer concerns and help in the development of solutions.
  • Maintain a positive and professional attitude while handling potentially sensitive conversations.
Requirements
  • Previous experience in customer support, telemarketing, or a similar role, with a focus on outbound calling.
  • Strong communication skills, both verbal and written, with the ability to empathize with customers and extract meaningful insights from conversations.
  • Analytical mindset, with experience in data collection, analysis, and reporting.
  • Proficiency in CRM software and Microsoft Office Suite (especially Excel and PowerPoint) for data analysis and reporting.
  • Multilingual skills: Fluency in one or more of the following languages is required: French, Italian, German, or Spanish.
  • Ability to work independently and manage time effectively, ensuring that all calls and reports are completed in a timely manner.
  • Strong problem-solving skills and the ability to think critically about customer feedback.
  • Attention to detail in documenting and analyzing customer interactions.
Preferred Qualifications
  • Bachelor's degree in Business, Communications, or a related field.
  • Experience with customer feedback systems or survey tools is a plus.
  • Familiarity with customer retention strategies and the ability to contribute ideas for improving customer satisfaction.
What You Will Get In Return
  • Make a genuine impact on the product
  • Join our upward trajectory, and grow with us. We provide the resources and opportunities for continuous personal and professional development, empowering you to make a genuine impact on our evolving product.
  • Work in the EU
    Embark on this exciting journey with us, working from our elegant offices in Paphos (Cyprus) and Amsterdam (the Netherlands), with upcoming hubs in Poland and Spain. Enjoy the flexibility of traveling and working in a remote/hybrid model across Europe.
  • Become a stock options holder
    Unlock your inner entrepreneur and align your aspirations with ours through our Stock Options Program. This exciting opportunity is available to every team member, from junior team members to our founders.
  • Receive unwavering support and care
    Finom stands by you at every step, embodying our commitment to your well-being and success reflected in our modern, friendly, and eco-conscious corporate culture. We offer constant support and care to ensure your Finom experience is successful and fulfilling.
  • Work & Swim program
    Immerse yourself in our exclusive Work & Swim Program. Spend one month in a comfortable corporate apartment in enchanting Cyprus. It's the ideal opportunity to strike the perfect work-life balance while enjoying breathtaking Mediterranean views.
Equal Opportunity Statement

At Finom, we're an equal opportunity employer and value diversity at our company. We embrace diversity and invite applications from all walks of life. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, disability status, or other applicable legally protected characteristics.

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