Fintiba GmbH

Customer Support

• Support international customers via email (Zendesk), phone, and occasionally chat with questions about our products, services, and processes.
• Prioritize and categorize tickets according to SLAs and use macros and templates effectively.
• Handle customer concerns independently and follow up proactively until they are completely resolved.
• Escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams.
• Ensure professional and error-free communication in terms of tone, grammar, and spelling.
• Work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction.
• Maintain the knowledge base, report gaps, and actively contribute to improving documentation.
• Work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently.
• Identify recurring problems and provide structured feedback to further develop processes and products.

Customer Support Agent, Spanish, Chinese

• Support international customers via email (Zendesk), phone, and occasionally chat with questions about products, services, and processes
• Prioritize and categorize tickets according to SLAs and use macros and templates effectively
• Handle customer concerns independently and follow up proactively until they are completely resolved
• Escalate cases based on a defined escalation matrix and ensure a smooth handover to other teams
• Ensure professional and error-free communication in terms of tone, grammar, and spelling
• Work in a goal-oriented manner according to KPIs such as response time, solution time, and customer satisfaction
• Maintain the knowledge base, report gaps, and actively contribute to improving documentation
• Work closely with internal teams (e.g., banking, insurance, operations, technology) and external partners to resolve customer cases efficiently
• Identify recurring problems and provide structured feedback to further develop processes and products