Customer Care Representative

Job Description

Your mission

Do you love helping people and learning new things? If so, you might be the perfect fit for our Customer Care Representative position. You will be the main link between Yuh and our awesome clients, who use our app to manage their finances and investments. You will answer their questions, solve their problems, and guide them through their financial journey with Yuh.

Key Responsabilities

• Serve as the primary point of contact for clients, handling of inbound and outbound phone calls (approximately 70–80% of daily activities), and delivering a consistently professional and positive customer experience.
• Provide accurate support via telephone, ensuring first class service quality. Resolving client inquiries, issues and requests related to the Yuh App in the sectors pay, save and investments.
• Actively guide and support clients, mainly over the phone, through their financial journey, explaining products, features and processes in a clear, empathetic, friendly and compliant manner.
• Ensure the highest levels of client satisfaction by executing client instructions and addressing concerns with friendliness and professionalism, especially in time sensitive or complex situations.
• Accurately document client interactions and outcomes in internal systems, ensuring proper follow-up and transparency across teams. Collaborate closely with other Customer Care Representatives and internal departments to ensure seamless service delivery and contribute insights for platform, service, and process improvements.
• Uphold the principles of fair client treatment, confidentiality, and regulatory compliance at all times.

Qualifications

• Completed apprenticeship (Federal certificate of Competence (Fähigkeitszeungnis / Fachausweis/ Berufsmatura)
• Previous experience in customer satisfaction, preferably in financial services in handling customer enquiries and complaints
• Fluency in English and French depending on your work location. For this position, Italian proficiency is highly recommended (German is a plus).
• A strong interest for financial product and markets, including stocks, ETFs and cryptocurrencies
• Excellent communication – verbal and written – skills
• Familiarity with office software and phone systems
• You are particularly skilled at listening, communicating, showing empathy, and being spersuasive
• You have a proactive and “can do” attitude
• You like working in a team