Customer Service Representative

Summary

Join OFX as a Customer Service Representative and be part of a team that provides support to clients on all issues relating to the international payment process, while maintaining our reputation for ease of transaction and friendly service.

Requirements

• 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

Responsibilities

• 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

Benefits

• LinkedIn learning programs
• Annual Open Day for cross functional and soft skill learning
• Annual volunteer day to give back to causes and communities that are important to employees
• Reward and recognition program to celebrate peers' effort, technical expertise or support
• Employee-led committees organizing events for employee engagement inside and outside the office