About the job

The company

Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are.

That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed.

We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.

The role

Customer Service Advisors are the first point of contact for potential customers as well as new and existing customers, and thus the “face” of iwoca. You handle incoming calls, emails and web chats, supporting entrepreneurs with general inquiries, new applications and repeat loans. You highly value our customer service and support customers with your excellent communication skills so they can successfully utilise our products.

A fundamental component for our success is to convince and inspire customers and partners of our mission - this ranges from hair salons and dental practices to financial advisory services and banks.

The requirements

Essential:

• Demonstrates curiosity to use and learn more about AI tools. You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.

We look for people who are smart, humble, motivated and always looking to improve.

• You enjoy communicating with customers and live "customer centricity". Your greatest motivation is achieving success with our customers.
• You have completed a commercial training / business studies (kaufmännische Ausbildung / betriebswirtschaftliches Studium) and can add value with relevant professional experience in customer service (experiences in the banking environment or a fintech are a plus).
• You are highly motivated, organised, a true team player and have a 'hands-on' mentality.
• You have excellent communication skills and a high quality of German language. You also have a good understanding of English, so that meetings in our international team don’t cause any problems for you.
• An independent, team-oriented and reliable way of working is a given.

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

Your mission:

• You are responsible for the overall customer satisfaction and ensure that customer inquiries via phone, email or web chat are handled promptly and efficiently.
• You answer questions about our products, the application process and our service in general, supporting both new and existing customers.
• You assist entrepreneurs in completing their applications and providing the necessary documents required for a credit decision.
• You collaborate with various teams within iwoca to achieve the best outcome for our customers.
• You proactively participate in the development of iwoca by providing regular insights on customer feedback, opportunities to improve our processes or new offerings from our competitors.