Customer Service Executive

**Responsibilities**:
▪ Playing a key part in our busy front-line support desk and call-handling function

▪ Answering a wide range of client daily inquiries including:
▪ Technical mass payment platform support and troubleshooting

▪ Currency trade execution and pricing for clients

▪ Payment and banking queries - investigating payment issues, liaising internally for banking updates and accurately conveying updates to clients

▪ Currency guidance - you’ll have extensive knowledge of the Client’s global currency suite to help clients (particularly in more exotic currency markets)

▪ Routing, responding to, and escalating tickets (where needed) with exceptional case management/documentation against KPIs

▪ Acting as an ambassador for our brand and product

▪ A representative on the front line for the product/service. You’ll know the product inside out, and will be able to deliver exceptional customer service

▪ Keeping the ‘client experience’ a priority, and managing your own book of accounts where necessary

▪ Drive to solve issues and improve the experience - thinking and acting on how the account and flag opportunities

▪ Assisting in serving our major accounts and being part of dedicated service teams

▪ Presentations and live client demos/training as necessary

▪ Internal/client-facing performance reporting and data/process analysis

▪ You may be required to carry out duties outside of the responsibilities listed as may be necessary from time to time

**About you**:
▪ Eye for detail

▪ You’ll be dealing with live currency trade booking, banking information, figures, and high value/volume payments and clients - accuracy of work is particularly key

▪ Helping clients identify issues pre-emptively (e.g. payment dates, banking data, etc.). Truly owning client issues and queries to see through to resolution, you’ll be the type of person to fully takes on challenges to completion

▪ Strives in high-pressure and pace environment

▪ Ability to excel, or previous experience within, a busy client-facing environment with significant monthly workload peaks

▪ Managing workload around tight time constraints

▪ Confidence liaising and mediating between multiple internal departments/teams/platforms to find solutions

▪ Confidence in dealing directly with clients as an ambassador for the brand and product in terms of your service approach and interpersonal skills

▪ Ability to tailor service to different clients/accounts with their distinct requirements/ways of operating

▪ Commercial awareness

▪ Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts.

▪ Head for numbers - confidence dealing with numbers - exchange rates, profit margins, and an awareness of commercial implications

▪ Drive to solve problems

▪ Starter with the initiative and ability to ‘get stuck in’ - Confidence to find solutions working with teams internally - take ownership of client issues/ queries and see through to the end

▪ Curiosity to take ownership of your development and wider learning within Company

▪ Experience with Microsoft suite (particularly excel) or Google Suite is advantageous but not essential

▪ Interest in currency markets is advantageous but not essential

**Salary**: $4,000.00 - $7,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)
- Mass Payments: 1 year (preferred)
- FinTech Domain: 1 year (preferred)
- Foreign Exchange: 1 year (preferred)
- Health insurance