Customer Service Representative

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ : EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience.  With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

SUPERVISION

Reports to and works under supervision of the Customer Care Manager and the administrative direction of the Head of Care for APAC.

SUMMARY

In this role you would provide information to our customers about their transactions, profiles and general inquiries about our products and services.

ESSENTIAL DUTIES

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and / or escalate the issue if necessary.
• Keeping up to date with all new changes and information which may be relevant to your position you need to be knowledgeable.
• Manage Customer Care queries received on the assigned channel, this can be Chat, phones, tickets and selected Social Media sites
• Consistently meets the assigned KPIs for the assigned channel.
• Understands the importance of Privacy and follows the legislation and procedures accordingly
• Maintains customer records by updating customer information.
• Recommends changes which may be needed to management by collecting customer information and analysing customer needs.
• Contributes to the CS team by assisting to accomplish department goals.
• Follows all internal procedures and polices
• Manage excellent relationships with all Ria's Stakeholders, from customers to correspondents.
• Completes assigned tasks and shift responsibilities daily
• Develops and Maintains relationships throughout the organization between agents, correspondents and staff
• Maintains customer satisfaction in high levels.
• Follows all internal procedures and polices
• Understands the importance of Privacy and follows the legislation and procedures accordingly
• Report all incidents, hazards and injuries as soon as possible (within the same shift) to the appropriate person
• Participate in all WHS training and emergency evacuation drills as requested.

Other

REQUIRED EXPERIENCE / QUALIFICATIONS

PERKS & BENEFITS

Ria Money Transfer offers a competitive salary and benefits package, actual compensation is based upon factors such as the candidate’s skills, qualifications, and experience. In addition, Ria Money Transfer offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental and vision benefits, aid Vacation / Sick Leave and more.

Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Check out our website to learn more about the company at : http : / / www.riamoneytransfer.com /

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.