5-star support for customers

Tabeo finances over 5,000+ medical treatments per month. This will double over the next 12 months. Tabeo processes up to 100,000 payments per month. Any new or active customers might need help. We aim to service customers in real time. The best way to do so 24-7 is via chat. We use chatbots, FAQ and scripts. We aim to resolve 90% of cases within 15 minutes. Customers can also reach out via email or Facebook messenger and all these channels are linked to one general inbox to make it easier to keep track.

Handle manual reviews

Tabeo automates 80-90% of its credit decisions. We use credit bureaus to verify information provided by customers. Customers may enter the wrong data or credit bureaus do not have details on file. In those cases, we can’t make an instant credit decision but we know what is needed to approve the relevant customer. Tabeo may ask the customers for a copy of either photo ID, pay-slip or proof of address. 80% of customers send us the document. You’ll verify information and check if documents are genuine.

Approve merchants

Tabeo underwrites every merchant carefully. The team performs KYC and AML checks but also verifies information about regulatory status (CQC, FCA, GDC, etc). You’ll review information provided by our Growth team and approve/decline new merchants. This will feel a lot like Risk and Ops.

Engage customers in early arrears

Tabeo operates a lending platform and assesses customer’s affordability before extending a loan. But customers miss payments, for many reasons. You’ll speak to them the day after customers miss a payment. The goal is to make sure they are aware of this and explain the consequences if they fail to make their payment. If customers can’t pay that day, you ask for availability and set up a call with Ade, our collections expert.

Optimise chatbots and expand FAQ

Automation is key to our success and it has to improve the customer experience Tabeo offers. Our Customer Success team owns our chatbots and FAQ. You’ll learn how to use and update them. Tabeo targets for 60%+ automation for customer inbound queries so that you can focus on and resolve complex cases faster.

Relevant work experience

Practical experience is important, preferable 1 to 2 years in consumer facing roles. Excellent communication, sales and troubleshooting skills are important.

Degrees, Courses & Certification

Bachelor’s degree, preferably in business administration. The degree should be obtained from an accredited and certified institute.

Skills and Specifications

• Excellent communication and writing skills
• Fluent in English and at least one other language depending on your local market
• Organised, meticulous and great time management
• Able to empathise with customers in difficult conversations
• Ability to work under stress - Customers can be difficult and case-load is unpredictable
• Must have a genuine concern for customer outcomes
• Flexibility is a must. We work in a fast paced environment and we are growing very quickly. This means that you may be given additional responsibilities to help out other teams throughout the business.