Customer Service Representative
Customer Service Representative
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Job Description
The Customer Service Representative (Internally: Client Associate) is accountable as part of a team for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service.
Key responsibilities include providing outstanding customer service answering questions explaining processes products and services and providing back office services in accordance with internal procedures and relevant legislation.
What youll do
- Be the first point of contact on all issues relating to the international payment process.
- Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
- Manage high call and email volumes and deliver outcomes within restrictive timeframes.
- Interact with new and existing clients on inbound/outbound calls/emails.
- Escalate calls within the company if required in accordance with internal procedures.
- Follow up with clients in accordance with AML/CTF regulations.
- Communicate effectively with internal departments when required i.e. Compliance.
- Contact clients in a timely manner to confirm their transfers.
- Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
- Gain knowledge of and remain up to date on relevant legislation.
Qualifications :
What you bring:
- HSC with further education/relevant customer service experience.
- University/accreditation would be advantageous however not necessary.
- HSC with further education/relevant customer service experience.
- University/accreditation would be advantageous however not necessary.
- Previous customer service experience preferably in a high call volume environment.
- Computer skills including using email and phone systems.
- Strong attention to detail and ability to perform multiple tasks.
- Ability to understand complex products and to handle objections.
- Ability to be flexible and work in a busy environment.
- Excellent interpersonal and communication skills.
- Ability to build effective relationships.
- Ability to remain calm under pressure and demonstrate emotional resilience.
- Integrity reliability and good work ethic.
- Efficiency and exceptional time management skills.
- Commitment to providing outstanding customer service.
- Team oriented and ability to work unsupervised.
Additional Information :
What its like working at OFX
Were OFXers because we want to make a difference. We see challenges as opportunities and were not afraid to roll up our sleeves to get stuff done. Were committed to making things easier for our clients pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.
We operate as one team crossfunctionally and globally to drive outcomes that deliver excellence for our customers. Were curious selfstarters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
- Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career with leadership training secondments internal mobility and access to a large library of online learning.
- Make a difference. Through our Make a Difference program we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day which OFXers can use together or individually as well as matched giving and the opportunity to nominate charity of choice every quarter.
- Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers effort technical expertise or support through a range of global and regional channels and awards including quarterly and annual awards milestones and shout outs.
- Showing our social side. Our Good Vibes employeeled committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether its a wellbeing activity end of year celebration or a monthly team gettogether our team wants you to feel welcome!
- Benefits that mean something. We offer a range of fantastic benefits including health insurance primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave youll feel wellsupported at OFX.
- A great work environment. Enjoy worklife balance and flexibility with our hybrid work model in an inclusive diverse and nonhierarchal culture.
#LIHybrid
At OFX we are committed to fostering a diverse inclusive and accessible workplace where we value respect and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process please email us at .
We encourage you to apply if this role aligns with your career aspirations.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
