Customer Support

**Here at SmallWorld Financial Services, we know how important it is to be able to support friends and family from abroad. Put simply, we believe that the more people we can help transfer money to overseas family, friends and businesses, the smaller the world becomes. Our employees are as diverse as our customer base and we value the sharing of skillsets and cultures that come with a truly international company present in several countries.**
**SmallWorld is one of the largest money transfer companies in the world. We have a network of over 360,000 pick-up locations and a global team of over 1000 people who are responsible for over 15 million worldwide transactions each year.**
**Are you passionate about working for a global company that celebrates differences? Do you want to empower people and families to support each other regardless of distance?**

**Then join us Let's make this big world into SmallWorld**

**What is the job of a customer service representative?**

A customer service representative acts as an intermediary, providing information about products and services, answering questions and resolving any issues our customers and agents may have across our global network accurately and efficiently.Customer service Representatives are eager to help customers and agents. They are patient, empathetic and good communicators. They love to talk and understand the importance of good communication skills. A customer service representative can put themselves in their customers' shoes and advocate for them when needed. They also find it easy to solve problems. They are confident in troubleshooting and recognize when they do not have enough information to answer customer questions or resolve complaints.

**General Responsibilities**:

- Be the first point of contact for all agent and customer enquiries
- Handle a high volume of incoming telephone calls
- Manage a high volume of tickets and chats
- Identify and assess customer needs to achieve satisfaction
- Build lasting relationships and trust with agents and customers through open and interactive communication
- Provide accurate, valid and complete information using the right methods/tools
- Handling customer and agent complaints, providing appropriate solutions and alternatives within set deadlines; following up to ensure resolution
- Following communication procedures, guidelines and policies
- Going the extra mile to engage with agents and customers
- Always maintain a positive, empathetic and professional attitude towards agents and customers.
- Respond promptly to inquiries and maintain good relationships with our agents/clients
- Exercise sound judgment and make decisions for each service requested by agents/clients within established procedures
- Provide all agents with comprehensive information about our services and Small World's policies and procedures.
- Assist with training when needed. Know exactly how to train a customer on all aspects of working with Small World.
- Provide full IT support assistance and follow up until the issue is resolved; therefore, good computer skills are required
- Review agent/customer transactions and request the relevant documentation
- Call and assist beneficiaries as required to finalize payment of transactions.
- Other ad hoc tasks

**Language Requirements**:

- Bilingual Spanish (Full Professional Proficiency or Native / Bilingual Proficiency)
- English B2 (Upper Intermediate)

**Key competencies**:

- Strong listening and verbal communication skills with a clear message (content and pronunciation). This applies to oral and written communication.
- The ability to interact with and be sensitive to a wide range of cultures and socio-economic backgrounds
- Plays a proactive role in a cross-functional team to achieve results
- Demonstrates appropriate qualities in all aspects of performance and demeanour
- Initiative - Works independently and is highly motivated to take on and initiate new challenges.
- Demonstrates a high level of energy, is self-motivated and enthusiastic.
- Strong sense of integrity and commitment to customer satisfaction.
- Strong detail-orientation and communication/listening skills.
- Willing to work flexible hours and occasional overtime if required.
- Must be able to multi-task and work in a fast-paced environment
- Must have a strong work ethic and be a team player.
- Must be proficient with computers and learn to use new software
- Tech savvy or passionate about technology is a plus.