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**Purpose of role**: The main role is to ensure and deliver a first class and professional support service to our Agent Network. Reporting to the Agent Support Supervisor you will be responsible to assist in answering questions, solve enquiries, troubleshoot problems, provide information and handle complaints regarding the organization's products or services for our Agent Network. **General Responsibilities**: - Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Responding promptly to inquiries and maintain good relationship with our agents/customers - Be the first point of contact to handle all agent's issues. - Use sound judgment and take decisions within established procedures for each service requested by agents/customers - Encourage agents/customers to provide feedback on our services and recognise the improvement and changing needs of the business. This information is to be reported to superiors and through any procedures provided. - Assist in training when needed. Have full knowledge on how to train an agent in every aspect of being an agent of Smallworld. This through teamviewer or any other channel. - Assist in rate change when so needed. Following rate procedures provided by supervisors. - Provide full support with IT issues and follow up until the problem is solved. - Review agent/customers transactions and request documents accordingly. - Call and assist beneficiaries as so needed to accomplish the payment of the transaction. - Other ad hoc cuties. **Person Specification/Technical requirements** - Persuasive Speaking Skills. - Self control, taking responsibility. - Exceptional customer service and relationship building skills. - 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. - 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. - Fluent in English written and spoken. - Fluent in at least two European languages written and spoken. - Highly developed sense of integrity and commitment to customer satisfaction. - Demonstrated passion for excellence with respect to treating and caring for customers. - Has "thick skin" and is able to handle complaints in unpleasant situations. - Has a pleasant, patient and friendly attitude. - 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. **Working hours**: 40 hours/week, 8/9am to 5/6pm, Monday to Friday. Saturdays rotating schedule. Base salary: 905€/month.
