Customer Support Officer
2 meses atrás
**Job purpose**:
To work as part of the Customer service team, giving support to other departments and dealing with correspondents, customers and colleagues.
**General Responsibilities**:
- Act as the central point for all enquiries about Small World money transfers issues, providing guidance, correspondent information and problems resolving as appropriate; including: Agents, Call Centre, PI's and SW Branches.
- Professionally handle incoming requests and ensure that issues are resolved both promptly and thoroughly.
- Ensuring that SW and Correspondents SLA are accurate and fulfilled.
- Follow up issues reported until they are resolved.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate customer/agents/team where applicable to prevent the need for future contacts.
- Liaise with all Departments and Correspondents to have a smooth Internal and External Communication.
- Ensure that the Correspondents and Customer's Information is maintained confidential at all times.
- Responsible for the maintenance of respectful and professional communication with all Departments and Correspondents.
- Provide quality service and support in a variety of areas.
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
**Skills and Experience Required**:
- **Fluent in Italian as well as English.**:
- Good standard of education.
- Knowledge of the Money Transfer Industry.
- Years of experience in customer service or help desk capacity required.
- Computer literate - able to use MS Word and Excel.
- Clear communication skills - able to interact with and be sensitive to a broad range of cultures and socio
- economic backgrounds. Be able to build rapport and trust with all departments and Correspondents.
- Strong and professional customer focus.
- Must be able to follow guidelines and procedures to the letter and know when to refer/escalate issues upwards.
- Demonstrates high levels of energy, self-motivated and enthusiastic.
- Ability to commit to and demonstrate the Corporate Values: Respect, Courage, Passion, Integrity and Teamwork.
- Highly developed sense of integrity and commitment to customer satisfaction.
- Demonstrated passion for excellence with respect to treating and caring for customers.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Has "thick skin" and is able to handle complaints with unpleasant customers.
- Has a pleasant, patient and friendly attitude.
- Strong decision making and analytical abilities.
- Strong detail orientation and communication/listening skills.
- Willingness to work a flexible schedule and occasional overtime when needed.
- Possess a strong work ethic and team player mentality.
- Attention to details
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