About this role
Let’s shape the future of finance - together At Isabel, we believe that real innovation happens when people and ideas connect That’s why we’re building more than technology, we’re building an ecosystem. One where every voice counts, and where your work can truly make a difference. We’re looking for curious minds and collaborative builders. People who believe success means growing together, learning from each other, and challenging the status quo. If that sounds like you, keep reading. What you’ll do Serve as the first point of contact for customers who have support requests and play a key role in shaping their overall experience with the company. Deliver efficient, accurate, and empathetic support across administrative and technical domains, ensuring every interaction contributes to customer satisfaction, trust, and loyalty. Take ownership of customer inquiries from initial contact through resolution, while maintaining accurate customer records and contributing to the continuous improvement of support processes and knowledge resources. Key Responsibilities • Act as the primary point of contact for customers via email, and telephone, delivering professional, responsive, and customer-focused support that enhances customer satisfaction and strengthens long-term relationships. • Analyse incoming administrative and technical requests, questions, and issues, identifying and delivering the most appropriate solutions in a timely, accurate, and customer-orientated manner. • Manage event-based incidents and interventions, coordinating with relevant teams when necessary and routing more specific requests to the appropriate teams. • Handle customer complaints in accordance with defined procedures, ensuring resolution and documentation. • Maintain and update customer data to ensure accuracy and availability of current customer records. • Create, update, and maintain process documentation, procedural guidelines, and knowledge base articles to support team efficiency and customer self-service. • Continuously and proactively developing professional and technical knowledge related to customer service tools and systems, applying best practices to improve service delivery. • Keeping up to date with company risk and regulatory-related frameworks, and proactively identify, assess, and mitigate risks in line with company policies and regulatory expectations. • Identify recurring customer concerns and share feedback with internal stakeholders to support service improvements and enhance the overall customer experience.