Global Customer Service Representative
3 weeks ago
Who are we?
Gain.pro is a leading fintech company providing global private market visibility through its industry-leading platform. Combining advanced AI technology with local-for-local research, Gain.pro delivers high-quality information on companies that matter most.
We serve 100% of MBB/Big-4 advisories, clients representing over $500bn of private equity capital, and more than 70% of the top-20 global M&A houses. Our clients include Blackstone, Goldman Sachs, and McKinsey.
What will be your responsibilities?
You will be the backbone of our customer service, supporting our Customer Success team across regions. As a Customer Service Representative, you will work independently, act as the key contact for customer support, and support our strategic market initiatives.
- Customer Support - Maintain a positive, empathetic, and professional attitude toward customers at all times, resolving customer queries in a customer-centric way.
- Being the Voice of the Customer - Gather and structure feedback from customers used by the entire organization to improve our product and develop new features.
- Research Support and Preparation - Support our research function in vetting and prep work for investor portfolios coverage based on customer requests.
- Gathering Customer Information - Engage with our clients proactively to support strategic initiatives as a core member of our client-facing team.
- Driving Cross-Team Collaboration - Liaise with all different departments and verticals regularly as a focal point for the quality of our end users' experience.
- Using Digital Tools in Your Daily Work - Leverage tools like our CRM system and CS tools to ensure a smooth user experience and proactively act upon relevant CS KPIs.
- Optimizing Our Ways of Working - Shape our processes and structures as we grow and drive the future of Customer Success at Gain.pro.
Who are you?
We are looking for someone passionate about supporting and exciting our customer group of PE, M&A Advisors, and Consultancies. You should be comfortable with tech-enabled deal making and have relevant experience, ideally in the PE/M&A industry, for at least 4 years.
- Relevant Experience - You have excelled in a client-facing or research-focused role, ideally in the PE/M&A industry, for at least 4 years.
- Education - You hold a university degree from a leading university.
- Customer-Centric - You have a value-driven customer-first mindset and are keen to deliver top customer experience.
- Structured - You are well organized and can manage diverse priorities.
- Communication - You are able to manage customer satisfaction through active listening and problem-solving, with excellent verbal and written communication skills.
- Languages - You are fluent in English.
- Flexibility in Work Timings - You are willing to cover two shifts, with each team member covering one shift per day for 5 days a week (including weekends), in a rotational manner.
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