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Location

São Paulo, SP | Brazil

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Job description

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 253,000 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

A Customer Support Executive acts as a liaison, providing information on products and services, answering questions, and resolving any issues that may arise that our agents may face in our global network with accuracy and efficiency. The best Customer Support Executives truly look forward to helping customers andagents. They are patient, empathetic and passionate about communication. They love to talk and know the importance of good communication skills. Customer Support Executives can put themselves in their customers' shoes and advocate for them when needed.Problem solving also comes naturally to these customer support agents. They are confident in troubleshooting and identifying when they do not have enough information to answer customer questions or resolve complaints. The goal is to ensure excellent service standards, respond efficiently to customer inquiries, and achieve high customer satisfaction.Must have excellent communication skills as they will be speaking directly to customers. They must also have a thorough knowledge of their company's products, services and good computer skills in order to answer customer questions. They should also have a pleasant attitude to be able to de-escalate potentially hostile customers and must work in a fast-paced environment.

Schedule:  

Monday - Saturday 44Hours (Hybrid format)

General Responsibilities:

- Be first point of contact for all agent/customer inquiries

- Handle large volume of incoming telephone calls

- Manage a large volume of tickets and chats

- Identify and assess customer needs to achieve satisfaction

- Build lasting relationships and trust with agents/customers through open and interactive communication

- Providing accurate, valid, and complete information using the right methods/tools

- Achieving customer service team personal sales goals and call handling quotas

- Handle customer complaints, providing appropriate solutions and alternatives within established timelines; following up to ensure resolution

- Following communication procedures, guidelines, and policies

- Going the extra mile to engage with customers

- Always maintain a positive, empathetic, and professional attitude towards customers.

- Promptly responding to inquiries and maintaining good relationships with our agents/customers

- Assess and resolve inquiries, requests and complaints through all incoming channels. E.g., Email, WhatsApp, Freshdesk, Hangouts, Ms Teams, etc

- Mastering MLRO rules to prevent money laundering, applying all compliance and money laundering rules and regulations in each territory in which they operate

- Must exercise sound judgement and make decisions for each service requested by agents/customers within established procedures

- Provide all agents with comprehensive information about our services and Small World policies and procedures.

- Maintain electronic databases of letters, emails and forms received from agents/customers. Completing surveys and tasks as requested by supervisor

- Complete general administrative tasks, e.g., send welcome/thank you emails to agents/ customers, send promotional offers, brochures, etc.

- Assist with training as needed. Know exactly how to train an Customer on all aspects of being a Small world customer. This can be done via TeamViewer or any other channel.

- Provide comprehensive support on IT support and follow up until the issue is resolved, therefore good computer skills are necessary

- Review agent/customer transactions and request appropriate documentation

- Call and assist beneficiaries as needed to complete transaction payment.

- Other ad hoc tasks

Language Requirements:

(Must be bilingual in 2 of the below languages + English intermediate)

- Spanish 

- German 

- French 

- Portuguese 

- Italian

- Bengali 

- Arabic 

- Dutch 

- Swedish 

- English, intermediate level

INDHP

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Job tags

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Salary