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

This role will be responsible for providing comprehensive customer support by addressing product and service inquiries, managing queries through chat, phone, tickets, and selected social media platforms, while ensuring timely issue resolution and maintaining high levels of customer satisfaction.

ROLES & RESPONSIBILITIES

• Manage Customer Care queries received via Zendesk, these are escalations from our Care teams around the world for transactions going to India and Sri Lanka and emails from our paying agents in these countries. 
• Resolve product or service problems looking for the best solution to expedite a resolution. 
• Manage Customer Care queries received on Ria Chat, phones, tickets and selected Social Media sites
• Understands the importance of Privacy and follows the legislation and procedures accordingly
• 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. 
• Recommends changes which may be needed to management by collecting customer information and analysing customer needs. 
• Contributes to the Care team by assisting to accomplish 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 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.
• Ensure the quality of call standards are met for department.
• Follows all internal procedures and polices
• Understands the importance of Privacy and follows the legislation and procedures accordingly 
• Develops and Maintains relationships throughout the organization between agents, correspondents and staff 
• 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. 
• Gather feedback from agents and stores to improve our customer service support.

POSITION REQUIREMENTS

• Bachelor's Degree in any course
• At least 2 years in Customer service roles
• Experience using Zendesk. 
• Multinational experience is desirable.
• Proficient in English with exceptional written communication skills
• Self-Motivated and ability to work independently.

PERKS & BENEFITS

• Competitive Salary & Allowances
• HMO with Medical & Dental Coverage
• Life Insurance
• Employee Stock Purchase Plan Option
• Paid Vacation / Sick Leave
• Growth Opportunities
• Corporate gatherings, team bonding events, and much 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.