Customer Service Representative (full-time)

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. Hai una solida esperienza nella Customer Experience, spiccate doti di leadership e una forte attitudine strategica, supportata dall’analisi di dati e insight per offrire un servizio clienti d’eccellenza? Ti entusiasma l’idea di guidare il team di assistenza di una delle aziende tech a più rapida crescita in Europa? Se hai risposto “sì” a entrambe le domande, continua a leggere! 💙 Ruolo Con la continua crescita del nostro team, siamo alla ricerca di Team Leader del Servizio Clienti da inserire nel nostro team in Albania. Il nostro team di Supporto è il motore che tiene unito l’intero marketplace di Wolt, trasformando le esperienze negative in esperienze positive e garantendo un servizio clienti ai massimi livelli del settore. Ci occupiamo di far sì che le operazioni tra clienti, ristoranti partner e corrieri partner si svolgano in modo fluido ed efficiente. Nel ruolo di Customer Care Team Leader, guiderai un team locale di agenti, sviluppando strutture e processi che consentano al team di raggiungere prestazioni elevate. Promuoverai una cultura aziendale in cui le persone possano dare il meglio anche in situazioni di forte pressione e ispirerai i più alti standard di qualità del servizio offerto ai clienti e ai partner. Sarai responsabile della gestione di un team di circa 20 agenti, collaborando a stretto contatto con gli altri Team Leader e con diversi team aziendali. Riporterai direttamente al Support Manager. Cosa farai * Fornirai feedback costanti sulle performance del tuo team, assicurandoti che vengano raggiunti i KPI definiti. * Analizzerai continuamente le richieste in arrivo per individuare trend e ricorrenze, traducendoli in azioni concrete e iniziative di miglioramento. * Contribuirai allo sviluppo di strategie volte a migliorare l’esperienza e la soddisfazione dei clienti, favorendo al tempo stesso il loro coinvolgimento e la loro fidelizzazione. * Gestirai e valorizzerai i talenti del team, promuovendo un ambiente di lavoro in cui prevalgano l’atteggiamento positivo, la crescita professionale, l’incoraggiamento e l’autonomia. * Guiderai il team dando il buon esempio, definendo standard elevati e innalzando costantemente il livello dei servizi offerti. Ti porrai obiettivi ambiziosi, sia personali sia di squadra, e sarai pronto a fare un passo in più quando la situazione lo richiederà. LA NOSTRA ASPETTATIVA Hai esperienza nella gestione di un team a contatto con i clienti oppure desideri affrontare questa sfida e sei entusiasta di entrare a far parte del nostro team. Ti appassiona guidare e far crescere le persone, impegnandoti affinché il tuo team comprenda sempre l’importanza del proprio ruolo e della missione di offrire il miglior servizio possibile.Hai una buona dimestichezza con la tecnologia, ti piace imparare cose nuove e condividere le tue conoscenze con gli altri per contribuire a creare un servizio di assistenza clienti di eccellenza.Sai analizzare i dati, trasformarli in azioni concrete e comunicare in modo chiaro al resto del team di leadership l’andamento del servizio di assistenza rispetto ai KPI.Hai un atteggiamento proattivo e orientato alla soluzione, sei motivato a migliorare costantemente la nostra proposta di valore per i clienti e sei pronto a metterti in gioco in un ambiente dinamico e in rapida evoluzione.Hai un’ottima conoscenza dell’italiano (livello C1) e dell’inglese (almeno livello B2), sia scritto sia parlato. PROSSIMI PASSI Se cerchi un contesto dinamico e in rapida crescita, dove poter fare la differenza, assumerti responsabilità e contribuire al successo di un team altamente ambizioso, ci piacerebbe entrare in contatto con te. Le candidature saranno esaminate man mano che verranno ricevute: se pensi che questa sia l’opportunità giusta per te, invia la tua candidatura senza aspettare! 💙 OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Sign-on bonus available for eligible external applicants! Contact us today to learn more! The primary role of the LTC (Live Teller Connect) Representative is to provide engaging member centric service to our members virtually through the Interactive Teller Machine. This includes, but is not limited to: handling requests for balance information, transfers, deposits, loan payments, account research, product information, and member service on deposit and loan accounts. The LTC Representative is constantly seeking out opportunities to expand our member’s relationship with the Credit Union through member education as well as product and service solutions tailored to each member’s needs. This role provides member service and support handling requests of varying degrees of complexity; some routine in nature and others that require more extensive research and problem resolution skills to identify and resolve issues. The LTC Representative effectively assists members via LTC machines located at possible multiple locations. This position takes complete ownership of the members needs while meeting Credit Union standards. Responsibilities: * Teller Functions: Assumes responsibility for the efficient, effective, and accurate performance of teller functions to be processed using the LTC.  * Receives member deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies promptly. Balances daily transactions and verifies cash totals.  * Investigates and resolves out-of-balance conditions. * Member Service Functions: Assumes responsibility for the effective and professional performance of member service functions.  * Presents and explains Credit Union services and products to members, assists in meeting their financial needs, and order checks.  * Answer questions and solves problems for members by listening, collecting data, securing answers, and reporting results to the inquiring party.  * Performs file maintenance and account changes, and resets access for Homebanking and ABIL. * Restricts electronic account access as deemed necessary to prevent potential financial losses to the Credit Union or to the member * Resolves member issues or complaints through demonstrated knowledge of credit union products, processes and procedures and/or conducting the necessary research to address member needs.  * Empowered to make decisions exercising good judgment and balances the best interest of the member and the organizational objectives of the credit union.  * Takes complete ownership of every interaction whether it requires a call back or extended research    * Required to complete compliance, training, and all other training offered to LTC Representative. * Seeks ways to streamline work processes and continuously improve the Credit Union * Represents the Credit Union in a positive and professional manner * Other related duties as assigned * Maintains member and other sensitive information with confidentiality * Treats all co-workers and members with respect Qualifications: * 1 year of Banking experience either as a teller or a call center service representative * Knowledge of BSA, Regulation CC, D, E and all other pertinent regulations * Comprehensive knowledge of all deposit account products and all services * Working knowledge of all applicable Federal, State and NCUA regulations * Exceptional customer service skills, including tact and diplomacy, plus a desire to accommodate the needs of others. Exhibits an inherent ease with others.  * Demonstrated ability to respond to member prompts and offer financial products and services tailored to meet member needs. Ability to influence others when offering products and services, striking a balance between not giving up too easily and not being too persistent.  * Professional and courteous verbal and written communication skills. Ability to remain calm when helping difficult and/or irate members.  * Comfortable being evaluated against performance standards.  * Willingness to take initiative to achieve team goals and model a good work ethic for others.  * Proficiency in standard business computer software. Ability to acquire working knowledge of the Credit Union’s operating system.  * Proficient data entry, ten-key calculator, cash counting and math skills. Detail-oriented.  * Ability to acquire working knowledge of Credit Union products and services.  * Ability to become a subject matter expert in remote delivery channels and to discuss these channels with members.  * Demonstrated ability in using good judgment and discretion when handling confidential member account information.  * Ability to effectively handle fluctuating work demands.  * Excels in a fast-paced work environment and has exceptional time management skills * Willingness to keep workspace/branch organized and tidy Education: High School or Equivalent Website: nuvisionfederal.com/careers   Pay scale by applicable geographic work location: * Alaska: Min $22.00 - Mid $26.74 - Max $32.08 * Arizona: Min $17.15 - Mid $21.44 - Max $25.73 The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.  Benefits: * Medical * Dental * Vision * Life Insurance * Flexible Spending Account * 401(k) Matching * Paid Time Off * Training Provided * Tuition Reimbursement