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- Tasks: Join a dynamic team to support customers via calls, emails, and live chats.
- Company: Jaja is an innovative UK consumer finance business redefining the lending experience.
- Benefits: Enjoy hybrid working, competitive salary, 25+ days leave, and wellness classes.
- Why this job: Make a real impact in a fast-paced environment with a collaborative and inclusive culture.
- Qualifications: Proven call centre experience and exceptional communication skills are essential.
- Other info: Work in a vibrant office with free tea, coffee, and networking opportunities.
The predicted salary is between 36000 - 60000 £ per year.
About Jaja
Our Mission: To be the UK’s Digital Lender of Choice
Our Company Values: Collaboration, Excellence, Innovation, Empathy, Passion
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration.
Travel Requirements: Hybrid working, home and Manchester Office (min 2 days office). Candidate must ensure suitable working from home environment, although core kit will be provided.
Why join us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
About The Role
You will join a dynamic team of Customer Experience Agents, supporting customers over the telephone in our multi-channel contact centre. Our multi-skilled teams are trained to handle customer interactions via the telephone, web chat and email, ensuring we are always available to meet our customers’ needs. By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform. If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team!
High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. In accordance with process, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes.
What’s the opportunity?
You will work in a dynamic, fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting role that is not constrained by the status quo.
Key Accountabilities
- Handling Customer Inquiries: Efficiently manage incoming calls, emails, and live chats to resolve customer inquiries and provide accurate information about our products and services.
- Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
- Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
- Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
- Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
- Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
- Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery.
- Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
- Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.
Essential Skills And Experience
- Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
- Financial Services Expertise: Solid background in the financial services sector.
- Exceptional Communication Skills: Outstanding verbal and written communication abilities.
- Adaptability: Thrives in fast-paced, ever-changing environments.
- Organizational Mastery: Strong organizational and time-management skills.
- Customer Journey Insight: Comprehensive experience across the entire customer journey.
What’s in it for you?
- The chance to make a real impact in a growing company on a mission to change the face of the consumer finance industry forever.
- Competitive salary.
- Excellent on-site facilities including free tea and coffee.
- On site amenities offering networking sessions along with various Well-being related classes.
- Pension.
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off. An additional day added for each full calendar year worked, up to a maximum of 30 days.
- 4x life insurance.
- Private medical cover.
Disputes & Chargebacks Investigator employer: Jaja Finance
Contact Detail:
Jaja Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Disputes & Chargebacks Investigator
✨Tip Number 1
Familiarise yourself with Jaja's mission and values. Understanding their focus on collaboration, innovation, and customer experience will help you align your responses during interviews and demonstrate that you're a good cultural fit.
✨Tip Number 2
Brush up on your call centre skills and be prepared to discuss specific examples of how you've handled customer inquiries in the past. Highlighting your ability to resolve issues quickly and effectively will show that you can thrive in their dynamic environment.
✨Tip Number 3
Showcase your adaptability by sharing experiences where you've successfully navigated changes or challenges in a fast-paced setting. This will demonstrate your readiness to contribute to Jaja's evolving landscape.
✨Tip Number 4
Prepare to discuss how you can contribute to continuous improvement within the team. Think of ways you've gathered customer feedback in previous roles and how you used it to enhance service delivery, as this aligns with Jaja's commitment to excellence.
We think you need these skills to ace Disputes & Chargebacks Investigator
Some tips for your application 🫡
Understand the Company Values: Familiarise yourself with Jaja's mission and values such as collaboration, excellence, innovation, empathy, and passion. Reflect these values in your application to show that you align with their culture.
Highlight Relevant Experience: Emphasise your proven call centre experience and any background in financial services. Use specific examples to demonstrate how your skills match the requirements of the Disputes & Chargebacks Investigator role.
Showcase Communication Skills: Since exceptional communication is key for this role, provide examples of how you've effectively communicated with customers in previous positions. Highlight both verbal and written communication abilities.
Tailor Your Application: Customise your CV and cover letter to reflect the specific responsibilities and accountabilities mentioned in the job description. Make sure to address how you can contribute to improving customer experiences at Jaja.
How to prepare for a job interview at Jaja Finance
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with Jaja's core values: Collaboration, Excellence, Innovation, Empathy, and Passion. Be prepared to discuss how you embody these values in your work and how they align with your personal ethos.
✨Showcase Your Communication Skills
As a Disputes & Chargebacks Investigator, excellent communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and effectively. Use examples from your past experiences where you successfully resolved customer inquiries or issues.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability in a fast-paced environment. Think of specific instances where you handled customer complaints or technical issues, and be ready to explain your thought process and the outcome.
✨Emphasise Continuous Improvement
Jaja values continuous learning and improvement. Be prepared to discuss how you've contributed to process improvements in previous roles. Share any feedback mechanisms you've implemented or participated in, and how they led to better customer experiences.
