Fintiba GmbH

• 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.