Job Description

Description

JOB DESCRIPTION

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Job Title:Customer Care RepresentativeReports to: Customer Care Team Leader

Location: Status: Full time

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Revision: 4Revision Date:May 2024


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 supervisor 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

Other duties, special projects, and special reporting as assigned without extra remuneration


REQUIRED EXPERIENCE / QUALIFICATIONS

Natural ability to relate to customers and employees Multinational experience essential Fluent English, an additional Latin, European or Asian language is desirable Self-Motivated and ability to work/travel independently At least 3 years in Customer service roles.




PERKS & BENEFITS

Medical Insurance Employee Stock Purchase Plan Paid Vacation / Sick Leave Growth Opportunities Corporate gatherings, team bonding events, and much more!

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.



COMPETENCIES/SKILLS


Communication



Leadership

Highly Numerate- Customer service, product knowledge, market knowledge, etc.

Empowered decision making- Resolving Conflict Strong oral and written skills- telephone skills

Fosters Open Communication

Cultivates teamwork

Effective and positive management of resources Leads strongly when required.

Personal Effectiveness



Management



Acts with integrity Demonstrates adaptability Personal organisation Sensitive to cultural differences Be prepared to be in the front line, handle queries and proactively handle issue resolution Strong work ethic and keen attention to detail Be diligent, efficient and able to manage multiple conflicting deliverables including working under pressure Question existing procedures, being able to point out weaknesses and suggest improvements challenging the status quo as necessary Multi-tasking is essential for this role. Work under pressure Flexible to adjust to different working hours.






Interpersonal



Technical



Builds relationships Possess the personal impact to command respect throughout the group Outlook Freshdesk Avaya


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.