Customer Account Specialist

Trive Credit; Fatih; Sur place; TRY 180 000 - 240 000; Plein temps

Résumé du poste

Trive Credit, headquartered in Istanbul, seeks a Customer Account Specialist to assist customers across phone, email and chat channels with a focus on speed, accuracy, and customer delight.

You will adhere to company policies, use CRM tools, and strive to meet performance targets while maintaining compliance. Fluency in Spanish and English at B2 level or higher is required for this role.

Qualifications

• Spanish native-level proficiency required
• English at least B2
• Clear communication across channels
• Empathy and problem solving
• Attention to data privacy and handling sensitive information

Responsabilités

• Handle inquiries across channels (inbound, email, live chat) according to business needs
• Provide accurate, timely customer solutions while following policies and regulatory requirements
• Communicate professionally and empathetically, adapting to customer needs
• Meet individual KPIs for productivity, quality, and service levels
• Follow data protection guidelines when handling customer information

Connaissances

Customer service

Communication

Problem solving

Multichannel support

CRM familiarity

Outils

CRM software

Description du poste

Trive is a group of financial companies providing global investment, credit, banking, wealth and insurance services based in Netherlands and United States, operated mainly from our Istanbul headquarters.

About Trive Credit

Trive Credit, founded in 2015, is a digital consumer lending group with operations in Europe, Asia and North America. Company has experienced rapid growth by utilizing extensive automation and data-driven insights throughout its operations, issuing over 3 million loans since its inception, including single-payment loans, installment loans, and lines of credit.

Trive Credit is a dynamic fintech company with a 80-person team, embodying a true fintech spirit in every aspect of its culture and operations, achieving 98% automation across its processes to drive efficiency and innovation.

Job Description

We are seeking a Customer Account Specialist to join our team. We are looking for a customer-oriented and proactive individual with strong communication and problem-solving skills. In this role, you will assist customers across multiple communication channels, understand their needs, and provide effective solutions while maintaining high service quality.

You will also be expected to meet performance targets, follow company policies and procedures, adapt to changing business needs, and contribute to an excellent customer experience.

Key Responsibilities

• Handle customer inquiries and requests across multiple communication channels, including inbound and automated calls, emails, and live chat, according to business needs,
• Deliver accurate, timely, and customer-oriented solutions while ensuring compliance with internal policies, procedures, and applicable regulatory requirements,
• Communicate professionally and empathetically with customers, adapting the approach to their individual needs and circumstances,
• Meet individual performance targets and key performance indicators (KPIs), including productivity, quality, and service level expectations,
• Follow established quality standards, communication guidelines, and data protection procedures when handling customer information.

Qualifications

Language Requirements

• Spanish: Native-level proficiency is mandatory, with excellent verbal and written communication skills.
• English: Upper-intermediate level (B2) or above, with the ability to communicate confidently and professionally in both written and spoken English.
• Ability to communicate clearly, professionally, and effectively with customers across different channels,
• Ability to understand customer needs, demonstrate empathy, and build trust through positive interactions,
• Ability to assess situations, identify the root cause of issues, and provide appropriate solutions,
• Strong commitment to delivering a positive customer experience while balancing customer needs with business objectives,
• Ability to remain calm, patient, and professional when dealing with dissatisfied customers, complaints, or high pressure situations,
• Accuracy when handling customer information, following procedures, and documenting interactions,
• Motivation to achieve individual and team objectives while maintaining consistent service quality,
• Willingness to cooperate with colleagues and other departments to achieve shared goals,
• A proactive, reliable, and responsible approach to attendance, and adherence to company policies.

Additional Requirements

• Previous experience in customer service, a call center, or a similar customer-facing role is an advantage,
• Basic computer literacy and the ability to learn customer relationship management (CRM) systems and other internal tools,
• Ability to work in a fast-paced, target-driven environment,
• Willingness to learn, receive feedback, and continuously improve performance,
• Must be currently residing in Türkiye and legally authorized to work in Türkiye.