Customer Service Representative

19 godzin temu

Kraków, Lesser Poland Universal-Investment Pełny etat

Grow with us We are currently looking for a colleague to join our Client Service Department in UILabs. The Client Service Representative is the frontline contact for our customers, ensuring a smooth and reliable experience on our platform. You will help users resolve inquiries, guide them through platform features, coordinate with internal technical teams, and contribute to continuous service improvement. This role is critical in maintaining strong, trust-based client relationships and supporting our growth.

Your tasks and responsibilities:

  • Serve as primary contact for day-to-day client inquiries and operational support
  • Provide product guidance and troubleshooting for UI Labs applications
  • Log, track, and resolve tickets in agreed SLAs using our service management tools
  • Coordinate issue resolution with Customer Service teams, Application Management, and Product Engineering
  • Communicate updates proactively to clients to maintain transparency
  • Support onboarding activities including access setup, user guidance, and platform training
  • Identify recurring issues and propose improvements to processes and documentation
  • Maintain accurate knowledge base articles and FAQs
  • Contribute to a strong client satisfaction and high service quality culture

Your skills and experience:

  • Experience in Client Service, Customer Support, or Operations within a SaaS/FinTech or financial services environment
  • Strong communication skills (fluent English, German language beneficial)
  • Analytical mindset with ability to understand data workflows and technical topics
  • Hands-on experience with ticketing / ITSM systems (e.g., Jira Service Management)
  • Ability to prioritize and work effectively under time pressure
  • Positive, service-oriented attitude and team-first approach
  • Knowledge of investment management operations (fund accounting, regulatory reporting, market data) beneficial
  • Familiarity with SQL or basic technical troubleshooting would be a plus
  • Previous exposure to SimCorp Dimension would be advantageous

What we offer:

  • Private health care and travel insurance
  • Life insurance
  • Cafeteria Platfom and sports package
  • Company Pension Benefits – Employee Savings Plan
  • Attractive Employee Referral Bonus Program
  • Additional day off for charity
  • Holiday subsidy ("wczasy pod gruszą")
  • Possibility of working from home

About us:

At Universal-Investment we are pioneers in the investment industry and market leaders for fund services and white label funds. Our clients, institutional investors and asset managers value our independence and the expertise we have gained from more than 50 years in the industry. Today we offer the full range of investment vehicles for all asset classes across international borders.

At UI Labs, we empower the financial industry with cutting-edge SaaS solutions designed to streamline data management, enhance reporting quality, and deliver operational excellence. Our team supports leading asset managers, custodians, and service providers across Europe as they scale into the digital future.

To find out more check our website: Universal-

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