Customer Care Representative - Ria ANZ III

Join our team as a dynamic Customer Care Representative and become the face of our company! Youll have the exciting opportunity to provide exceptional service to our valued customers and agents. As their trusted advisor, youll address inquiries, resolve issues, and ensure their complete satisfaction. Representing our brand with professionalism, youll listen to concerns, offer effective solutions, and provide accurate information about our products and policies.

In this role, youll handle inquiries across various channels, including chats, calls, and emails, ensuring seamless communication and outstanding service delivery. Were looking for experts who excel at handling inquiries with ease, resolving issues efficiently, and actively gathering feedback to drive our continuous improvement process.

If youre passionate about delivering exceptional customer experiences and contributing to our customer-centric approach, we want you on our team! Join us in making a difference and reinforcing our reputation as a leader in customer satisfaction.

• Engage and retain potential customers by promptly addressing product and service inquiries via phone, chat, social media, email, and internal platform (FxClient).

• Respond to all inquiries efficiently using Zendesk, ensuring timely resolution of customer concerns.

• Demonstrate a thorough understanding of privacy regulations and adhere to established legislation and procedures.

• Resolve product or service issues by actively listening to customer complaints, identifying root causes, and providing effective solutions in a timely manner. Follow up to ensure satisfactory resolution and escalate issues when necessary.

• Identify opportunities for improvement by gathering customer feedback and analyzing their needs. Recommend changes to management accordingly.

• Collaborate with the Customer Care team to achieve departmental goals and objectives.

• Stay informed about relevant industry changes and updates to ensure comprehensive knowledge in your role.

• Adhere to all internal procedures and policies to maintain compliance and consistency.

• Cultivate positive relationships with all stakeholders, including customers and correspondents, to foster a collaborative environment.

• Complete assigned tasks and shift responsibilities diligently and efficiently on a daily basis.

• Ensure adherence to departmental contact standards to maintain the quality of customer interactions.

• Bachelors degree preferred.
• Proficient in the Microsoft Office 365 suite.
• Minimum of 3 years of experience in customer service or call center roles.
• Advanced proficiency in English.
• Hands-on experience with ticketing systems like Zendesk
• Exceptional communication skills, both verbal and written.
• Ability to adapt to flexible work schedules.