Customer Service Advisor

About the Role

We are looking for a dedicated and service‑minded Customer Service Advisor to join our Customer Operations team in a part‑time position of approximately 20%. This role is particularly well‑suited for a student who wants to gain hands‑on experience in customer service while balancing studies.

As a Customer Service Advisor, you will support our merchants’ customers with inquiries related to order management, invoicing, and payment follow‑up via phone, email, and chat. You will also contribute to pre‑collection activities, administrative tasks, and process improvements. Working closely with internal teams, you will help maintain high service standards and ensure a seamless customer experience.

Key Responsibilities

1. Customer Support

• Provide high‑quality customer service to our merchants’ customers through phone, email, and chat.

• Report qualitative observations related to Avarda’s products, processes, and customer feedback to relevant internal stakeholders.

• Follow established company policies and work instructions when resolving customer inquiries.

2. Pre-collection and credit monitoring

• Conduct pre‑collection and credit‑monitoring activities, primarily through outbound phone calls to customers before debts are handed over to collection.

• Set up payment plans in accordance with company policies.

3. Administrative tasks

• Support onboarding by providing basic orientation and guidance to new Customer Service Advisors.

• Assist with administrative tasks such as invoicing, communication with authorities, and other customer-related administrative duties.

• Ensure the delivery of high‑quality support services to merchants’ customers, in line with company policies, objectives, and both customer and merchant expectations. This includes handling customer contacts, pre‑collection tasks, and administrative responsibilities.

Qualifications and Experience

• Strong written and verbal communication skills.

• Proven experience in customer support or another service‑oriented role.

• Basic understanding of the BNPL (Buy Now, Pay Later) industry.

• Fundamental knowledge of consumer credit legislation and relevant regulations.

• Ability to work efficiently under pressure and contribute effectively to team goals.

• Solid IT skills, including proficiency with MS Office and experience working with various IT systems.

• Ability to understand internal processes, technology, and financial procedures.

• High school diploma or equivalent.

• Familiarity with financial processes is an advantage.

• Fluency in a local language.

• Good English skills, both written and spoken.

We are looking for someone proactive, service‑minded, and motivated to deliver excellent customer experiences. If this sounds like you, we’d love to hear from you!