CUSTOMER OPERATIONS SPECIALIST - ESTONIAN… at Multitude · Tallinn

The Customer Operations Specialist is responsible for delivering high-quality, multi-channel customer engagement while supporting the company’s broader operational goals. This role combines customer support, sales enablement, collections assistance, and loan servicing activities to ensure an exceptional, compliant, and customer-centric journey.

As a first point of contact, you will provide accurate guidance, resolve customer needs efficiently, and proactively contribute to both revenue growth and operational excellence.

Your Focus

Customer Support & Communication

• Respond promptly and professionally to customer inquiries via chat, phone, email, WhatsApp, Messenger, and other approved platforms.
• Provide accurate information and guide customers through products, services, and processes.
• Maintain a customer-first approach by demonstrating empathy, clarity, and professionalism.
• Keep customers informed about the status of their requests, complaints, applications, or collections cases.

Sales & Revenue Generation

• Identify customer needs and recommend suitable products and services.
• Drive sales through proactive engagement, upselling, and cross-selling initiatives.
• Support individual and team revenue targets by converting service interactions into sales opportunities.

Collections & Loan Support

• Provide first-level support for payment reminders and repayment arrangements, ensuring sensitivity and regulatory compliance.
• Escalate complex collection or loan-related cases to dedicated teams with complete and accurate documentation.
• Support loan servicing activities where applicable, ensuring smooth processing and clear customer guidance.

Issue Resolution & Escalations

• Resolve standard customer issues independently, ensuring fast and effective outcomes.
• Escalate sensitive or complex cases (e.g. complaints, collections, fraud) with proper documentation.
• Follow up to ensure timely and complete resolution for the customer.

Quality, Compliance & Risk

• Adhere to company policies, compliance guidelines, and regulatory standards at all times.
• Maintain accurate and complete records of all customer interactions.
• Support GDPR, fraud detection, and complaint processes by escalating cases appropriately.
• Uphold the highest quality standards in every customer interaction.

Required Skills & Qualifications

• Customer-oriented mindset with strong communication and interpersonal skills.
• Ability to handle multiple tasks and channels simultaneously in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Comfortable working with CRM systems and digital communication tools.
• Ability to act with professionalism, empathy, and discretion.
• Previous experience in customer service, operations, fintech, banking, or contact centre environments is an advantage.

Must-haves:

• Fluency in Estonian, Russian and English (written and spoken).
• Experience in customer service, sales or operations in financial services or fintech.
• Strong communication skills and a customer-centric mindset.
• Ability to multitask effectively in a fast-paced, digital environment.
• High attention to detail and understanding of compliance.

The starting salary for this position is €1,800 gross per month.

We offer:

• A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture.
• Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe.
• A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement.
• Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards.
• Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive.

We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.

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