Customer Care Representative

Description

• AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery
• RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
• COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

•    Make inbound/outbound calls from our global customer base, assisting customers with questions about their money transfers and services we offer, and aiming to resolve on first call.
•    Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required.
•    Nurture customer relationships to optimize repeat transactions, ensuring your pipeline and client base is managed efficiently.
•    Monitor KPIs to optimize daily/monthly/quarterly/annual revenue targets and activity levels.
•    Adhere to standard processes and regulatory requirements – ensuring your actions are in the customers best interests at all times.
•    Resolve low level complaints by using established objection handling techniques and determining the appropriate way forward.
•    Be an active learner, pro-actively develop and grow your understanding of the currency market, and the payment services industry.
•    Contribute feedback on our customer facing digital tools, and how to optimise self-serve for our customers, thus reducing customer effort.
•    Demonstrate a learning mindset and active approach to improving individual performance. Embrace feedback and coaching opportunities to optimise individual performance.
•    Provide the best possible customer experience in every engagement.

•    Bachelor’s Degree in any related field 
•    Atleast 1-2 years’ experience in related field
•    Strong customer focus with previous experience in supporting customers in a phone-based role and digital servicing
•    Fluent in English
•    Must be able to work onsite and rotational shift
•    Experience within FX/Payments/Banking customer services role
•    Interest in financial services
•    Excellent communication skills, spoken and written
•    Experience of delivering against individual targets and metrics
•    Ability to work in a global team, sharing best practice and working collaboratively to raise the bar across the organization

•    Competitive Salary and Allowances
•    HMO/Dental/Life Insurance Benefits on Day 1
•    Paid Time Off (SL/VL) with Leave Conversion
•    Quarterly Bonus Based on Individual Performance
•    Euronet Employee Share Purchase Plan (ESPP) Options