Remote Chat & Email Support Representative

Pacific Working Capital is seeking a dedicated and articulate Remote Chat & Email Support Representative to join our team. We are an organization committed to supporting the success of small businesses by providing a transparent, easy, and inspiring lending experience. As a first point of contact, you will play a crucial role in delivering exceptional customer service that reflects our core values and helps business owners get the support they need to thrive. This is a full-time, remote position for a candidate who is passionate about helping others and excels in written communication.

Responsibilities:
 

• Respond promptly and professionally to customer enquiries via live chat and email channels.
• Provide clear and accurate information regarding our lending products, services, and application processes.
• Effectively troubleshoot customer issues, identify solutions, and guide them through to resolution.
• Maintain detailed and accurate records of all customer interactions and feedback within our systems.
• Collaborate with internal teams, including our Lending Specialists, to manage and resolve more complex enquiries.
• Uphold a high standard of customer satisfaction by providing a supportive and positive experience.
• Embody the company's commitment to transparency and speed in all communications.

Qualifications:
 

• Proven experience in a customer support role, with a strong focus on chat and email communication.
• Exceptional written communication skills, with impeccable grammar, spelling, and punctuation.
• Strong problem-solving skills and the ability to think critically to find effective solutions for customers.
• Excellent time-management and organisational skills, with the ability to work independently in a remote environment.
• A customer-focused mindset with a patient, empathetic, and professional demeanour.
• Experience in the financial services or FinTech industry is highly desirable but not essential.
• Proficiency with customer support software and CRM systems is an advantage.
• Must have a reliable high-speed internet connection and a suitable, quiet home-working environment.