Customer Care 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.

ABOUT THIS ROLE

Customer Care Representative will work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services.

ROLES & RESPONSIBILITIES

• Attracts and retains potential customers by answering product and service questions via Phones, chats, system email and internal system (FxClient).
• Respond to all emails via Zendesk in a timely manner.
• Manage Customer Service queries received on Ria Chat and selected Social Media sites
• Understands the importance of Privacy and follows the legislation and procedures accordingly
• Maintains customer records by updating customer information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and escalate the issue if necessary.
• Recommends changes that may be needed to management by collecting customer information and analyzing customer needs.
• Contributes to the CS team by assisting in accomplishing department goals.
• Keeping up to date with all new changes and information which may be relevant to your position, you need to be knowledgeable.
• Follows all internal procedures and policies
• 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 at high levels.
• Ensure the quality of call standards are met for the department.

POSITION REQUIREMENTS

• Bachelor's Degree in any related field or College Level
• Atleast 2 years' experience in related field
• Highly driven with passion for excellence in customer service
• Fluent in English

COMPETENCIES AND SKILLS

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers and strong typing skills.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability to build a career within the company.
• Fluency in multiple languages may be desired.

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:

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.