Newstel Worldwide

Customer Support

• Manage multiple client accounts simultaneously
• Build and maintain long-term, trust-based client relationships
• Drive the operational performance of our customer support programs
• Ensure and continuously improve KPIs and SLAs
• Understand clients' business objectives, brand values and customer expectations
• Identify and implement process and team optimization opportunities
• Produce proactive reports and derive strategic recommendations
• Lead and develop the Team Leads within your area of responsibility
• Oversee international, multilingual teams—from small specialist teams up to programs with 80 employees
• Work closely with internal departments to ensure smooth operational execution
• Ensure an excellent customer experience and consistent brand communication
• Own the onboarding of new clients using established implementation and operational processes

Account Manager – BPO, Customer Experience

• Respond to customer inquiries regarding orders, payments, deliveries, and general concerns via email and chat
• Use customer feedback to help develop new ideas and continuously improve the customer experience
• Stay updated on company products, services, and processes to give accurate information
• Ensure timely and accurate resolution of customer concerns within agreed SLAs
• Maintain and update customer records in the system
• Follow company guidelines and SOPs to deliver consistent service quality

Customer Service Agent – Project-Based, Full-Time

• You assist customers with inquiries about orders, payments, deliveries, and general concerns
• You use customer feedback to help develop new ideas to continuously improve the customer experience

Email Support Agent – Perfume Industry

Financial Planning and Analysis

• Support the business with a range of finance and accounting responsibilities, including payment processing, reconciliations, financial reporting, accounts administration, and maintaining financial records.
• Review and validate financial reports, including the creation and maintenance of pivot tables.
• Support seller payment processes and participate in payment approval controls.
• Manage disputes and assist with payment-related resolutions.
• Handle bank account transactions, transfers, and payment provider reconciliations.
• Maintain financial systems and ensure records are accurate and up to date.
• Assist with the preparation of financial statements and management reports.
• Perform account reconciliations and variance analysis.
• Raise and issue invoices to customers.
• Post invoices and financial transactions to the finance ledger.
• Monitor outstanding invoices and follow up on overdue payments.
• Process supplier invoices and support payment processing activities.
• Prepare and post journals as required.

Finance Administrator

• Own the operational and strategic relationship between our clients and internal delivery teams
• Manage multiple client accounts simultaneously
• Grow trusted, long-term client relationships
• Lead operational performance across customer support programmes
• Ensure KPIs and SLAs are consistently achieved and exceeded
• Understand each client’s business goals, brand vision and customer expectations
• Drive continuous improvement initiatives across teams and processes
• Deliver proactive reporting, operational insights and strategic recommendations
• Support and develop Team Leads who report directly to you
• Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents
• Work closely with internal departments to ensure operational alignment and delivery excellence
• Maintain high standards of customer experience, brand tone and service quality
• Lead the onboarding of new client accounts following established operational processes and implementation frameworks

Account Manager – BPO, Customer Experience

Customer Service Agent – Project-Based, Full-Time

Email Support Agent – Perfume Industry

Finance Administrator

Account Manager, BPO, Customer Experience