Customer Experience & KYC Specialist

Who are we?

#WeareArringo!

Arringo was founded back in February 2018, which started as a 24/7 Customer Service organisation and later grew to offer a wide range of services from Software Design & Development to Marketing and Back-Office Solutions.

While our main line of business is outsourcing, we are more than your typical business solutions provider. We’re an extraordinary multicultural team with more than 30 different nationalities, we pride ourselves on bringing the best talent from around the world!

Professional and personal development is an important part of our values. We are committed to creating an organisational culture and building a team where every individual has the opportunity to excel and achieve their business goals. Further, guided by a strong and collaborative leadership team, we offer a stable long-term environment where our business continues to grow each year. 

The role

As a Customer Experience & KYC Specialist, you'll play a crucial role in ensuring our customers receive outstanding support while maintaining regulatory compliance. This dual role combines customer service excellence with critical compliance responsibilities. 

Key responsibilities

• Provide exceptional customer support across multiple channels (chat, email, phone, and video), ensuring a professional, friendly, and efficient response to all inquiries
• Conduct thorough Know Your Customer (KYC) checks and reviews through video calls, maintaining the highest standards of compliance
• Troubleshoot and resolve customer issues related to our products and services, striving for first-contact resolution whenever possible
• Accurately record all customer interactions and transactions in our CRM system, ensuring a comprehensive customer history
• Acknowledge and resolve customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones
• Maintain a positive, empathetic, and professional attitude toward customers at all times, even in challenging situations
• Escalate complex customer issues to the appropriate department for resolution, ensuring seamless communication throughout the process
• Continuously update and maintain a thorough understanding of our products, services, company policies, and procedures to provide accurate information to customers
• Meet or exceed performance metrics, including response time, first-contact resolution, and customer satisfaction scores
• Stay knowledgeable about industry trends, competitive landscape, and new technologies to better serve our customers and contribute to company growth
• Communicate and coordinate with colleagues across departments as necessary to ensure comprehensive customer support
• Contribute to improving customer satisfaction and loyalty through effective communication, problem-solving skills, and a positive attitude
• Adapt to changing priorities and manage time effectively in a fast-paced environment, handling multiple tasks simultaneously

What are we looking for?

• Excellent communication skills, both verbal and written
• Strong analytical and problem-solving abilities
• Adaptability and quick learning capabilities
• Experience with CRM software and customer service tools
• Familiarity with basic compliance processes and regulatory requirements
• Ability to work 24/7 shifts including public holidays 

Why join Arringo?

• Professional and personal development opportunities
• Stable, growing work environment with a collaborative leadership team
• Private healthcare
• Performance and referral bonuses
• Company discounts and comprehensive training programs
• Career progression opportunities
• Remote work options
• Team building activities