427 Customer Service jobs

Would you like to combine your foreign language skills with your job? Are you an active listener and positive person? We have a job for you!   Customer Service Representative with  Danish / Swedish / Norwegian / Finnish Place of work: Riga (Latvia)   Requirements: - Fluent language skills in Danish / Swedish / Norwegian / Finnish (writing and speaking) (B2+/C1) - Intermidiate English level (B1/B2) - Active listening skills and high communication level   We offer: - Employment contract - Full-time or part-time job with flexible working hours - Benefits bundle – private health care, sport card, group life insurance - Work in the morern office with a relax area - Relocation bundle - Full paid professional training - Double salary for work while the weekend - Lots of wage bonuses and promotion opportunities   You will take care of: - our customers (scandinavian languages speakers) by incoming phonecalls, chat messages and e-mail - Providing information and solving occurring problems - Preparation of statements and reports - Analysis of customer needs and expectations   Interested with this job? Apply now! Send your CV to the e-mail address  [email protected] We will call you back and tell more about job details Don’t forget to add to your CV a clause on the use of personal data: „I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”.

We’re looking for an experienced, people focused Customer Operations Quality Assurance Manager to ensure our customers are treated fairly and receive awesome standards of service at all times. At Monzo, we believe there’s a better way to do banking We really care about providing a phenomenal experience for our customers, and we want to be the best possible bank without getting stuck in the old ways of doing things, or trying to duplicate quality assurance  frameworks seen in other banks. We’re at the start of our journey to serve a billion customers We’ve made some good progress so far! We now have more than 500 staff, over a million lovely customers and a full UK banking licence. We have a current account and overdraft, and lots more   planned . We need to deliver delightful experiences that treat customers fairly Reporting to one of our Squad Directors, the successful candidate will lead the Quality Assurance (QA) team & agenda for customer operations. The QA Manager will be responsible for - Designing and owning the QA framework, including determining and agreeing in-house quality standards, attitude to risk appetite and procedures. Designing and agreeing an ongoing roadmap of initiatives to support customer delight, compliance & scalable process improvement. Delivering the QA plan, identifying issues requiring improvement and potential themes Identifying relevant remedial actions (via root cause analysis) and working with key stakeholders to drive improvement eg, changing processes, adapting new start training material accordingly. Acting as a catalyst for change and improvement in performance / quality across Customer Operations. Ensuring deadlines are met to adhere to Treating Customers Fairly principles as well as other standards as specified by the regulator & senior stakeholders. Actively creating and/or maintaining minimal scalable processes to ensure we are fair to customers at all times. Build and maintain a robust customer centric feedback loop with process owners Lead ad hoc customer operations improvement initiatives that are agreed from time to time. Identifying training needs on a team and individual level as well as influencing ad hoc and periodic training to ensure team quality. Design relevant customer operations metrics that simply and robustly identify risk & compliance improvement areas. Chair the monthly Customer Operations quality assurance meeting where relevant metrics are reviewed and plans created in partnership with stakeholders. The successful candidate should be able to demonstrate the following - Essential: Experience within a regulated sector either in a risk and/or QA related role. Ability to identify risks and prevent, manage and/or escalate as appropriate Experience of managing a team and improving performance Desirable: Comfortable with data and preferably has basic SQL, G Suite API knowledge. Knowledge and experience of implementing FCA principles & Treating Customers Fairly. Be working towards or already Lean Six Sigma certified Strong influencing and stakeholder management skills, and ability to challenge others, as well as having exposure to senior management Our vision of ‘making money work for everyone’ is dependent on every Monzonaut committing to putting customers first. We're also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where everyone can be themselves and succeed. So if this sounds like a culture that you'd like to be a part of then be assured that we'll welcome your application. We offer a competitive salary plus stock options and other benefits. This role can be based in our London or Cardiff office, or remotely with fairly regular travel to our offices.

Customer Service Representative  We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Las Vegas office. This is our first office outside of the UK, and you’ll be vital in ensuring we’re able to serve our one million customers 🙌 At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We are always here to help as every customer gets access to 24/7 customer support through our app  🚀 You’ll be at the heart of Monzo Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪 Since we started, we’ve been busy building the best current account in the world and now have 100,000 new customers signing up with Monzo every month. We need to grow our amazing customer support team to help customers manage their money wherever they are in the world. You’ll know how to fix problems on the spot Every person in customer operations has the power to solve problems quickly and with minimal fuss. We’ll give you all the tools and training you need so you know exactly how payments systems actually work, and you’ll listen to customers’ concerns with positivity, empathy and patience. Then you’ll fix whatever’s up and stop it from happening again 🔧 You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently 💝 What will you be doing day to day? talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools, or product to make them happier managing our business operations tasks, from making sure all our merchants have the right emoji to checking identity documents dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app) supporting other members in the team by being a point of escalation for other COps and mentoring new joiners. making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them working closely with our financial crime team to act as the first line of defence to help spot and investigate trends investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping our Calls and Social Media team to spending time with our financial crime specialists! You should apply if: you’re a US citizen or have rights to work in the US you're great at explaining things to people, and have flawless written English you delight in investigating awkward problems, getting to the root cause and fixing them you know your way around social networks, and technology interests you you're friendly and super organised you want to be part of the team that makes Monzo!    We offer some amazing benefits!  🙌 These include, but aren’t limited to: 32 days paid vacation per year Healthcare - 100% contribution to medical, dental and vision insurance Generous parental leave policy Work from home (when you need to) Catered lunches twice a week Personal learning budget for books, training courses and conferences to help you learn and grow Team-building, socials and other fun get-togethers The salary for this role is up to $ 33,000 a year.  You'll be working from our office in Las Vegas, but you can also work remotely from home on occasion. You'll work 5 days a week from Monday - Sunday, starting between 8am - 1pm. These will be on a rotational basis, and we'll let you know your shift pattern several weeks in advance. 📆 This position is available on a full-time basis.  If you're successful, we'll send you a take-home task, and if you ace that we'll invite you for a half-day assessment in our office. The next assessment day is likely to be held on Thursday 4th or Friday 5th April. You'll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to build the best bank in the world! 💥 You'll spend your first few weeks in training (Monday-Friday) generally between 09:00-18:00. But we can be flexible to fit your circumstances (like childcare or college courses) and we'll discuss with you how best to make this work. We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  Take your time with the questions below We pay a lot of attention to your answers when we’re looking at your application. So don’t speed through them, they’re worth spending some time over. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  [email protected]

As we push to grow our products, we’re looking for someone who’s had experience in both leading and building a rapidly expanding team, and is deeply familiar with the Complaints Industry to join us.  You will lead a team of Operations Analysts and Specialists. The key focus of role will be Optimisation:  Looking at ways we can redesign the complaints process to have a great service, handled efficiently and quickly, against a compelling vision meeting Monzo’s award winning service expectations Supporting complaints handling:  handling key aspects such as forecasting, scheduling and supporting the cops in the best way possible to enhance success in their role Leadership: Effectively managing a team made up of Operation Analysts and Specialists, motivating the team to excel in their roles and developing the careers of those you manage Data-driven:  Interpreting data confidently and using this information to suggest improvements for the complaints process and subsequently improve outcomes Leading our root cause:  Being able to oversee and develop the business root cause strategy. Manage the business narrative on root cause areas on complaints and actions to be taken. This will involve stakeholder relationships as below. Stakeholder-management:  Managing high-level stakeholder relationships, across several departments including holding conversations with the Board in providing updates within the overall complaints process. You will be responsible for: Designing the Complaints department to work at scale in a  rapidly growing business , across differing product and in line with our product and growth diversification . Ensuring a great interface with our  Customer Operations  business, making sure our Customer operatives have exceptional training, knowledge management and efficiency. Owning and setting required  management oversight information  to ensure we are performing as expected Making  Root Cause insight , core to the design and iteration of our products Building and  structuring the team  - making sure we have the right people, at the right time, as Monzo grows and some requirements may change Striking the right balancing between our regulators and our customers ensuring we are compliant in a highly regulated environment. Owning a great relationship with the  FOS and regulators;  and utilising the rich insights we can get from them Managing  team rituals, planning meetings and retrospectives  - making sure the information flow out from, and into, the team is easy and effective Making 'Complaints' a competitive advantage and pushing the insights learnt; championing what we're doing here (and potentially changing the industry!) You should apply if: You love Complaints and understand the important insight they bring to the business You're product focused and can prioritise based on customer demands, business needs and risk mitigation You can set the vision for the area and create an environment to achieve that You have experience of managing a highly effective operation and how to do that effectively You're a great manager and leader (and this is part of the job you really get a kick out of) You have experience of stakeholder management across the business and externally with regulator and ombudsman. You are an excellent and compelling communicator - both verbally and in writing Logistics The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different under-represented demographics.

Internally known as Squad Captain Manager. We’re looking for an experienced senior customer support manager to be an empathetic leader for our Squad Captains and Customer Operations (COps) team. Our  customer operations  team is at the heart of Monzo Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat. As Squad Captain Manager, you’ll provide support and leadership Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage a number of Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London and Cardiff to make sure that we apply these policies fairly across all areas of COps. Communication between offices is a key challenge You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London and Cardiff offices is seamless, gathering feedback and sharing the same consistent message with all team members. Each day you’ll be: Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives Helping Squad Captains outperform in their roles by: having regular 1:1s with Squad Captains; giving and receiving feedback about people, process and QA; coaching, mentoring, and developing high performing squads and captains Running Squad Captain group sessions, e.g. knowledge sharing Supporting the interviewing and hiring of new Squad Captains/COps Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire You should apply if: You have significant senior management experience, ideally in a customer-centric role You’ve led successful teams to achieve their goals and have an empathetic leadership style You’re as comfortable working 1:1 as communicating with large groups You empower your people to find solutions themselves You can motivate teams working on ongoing operational work You are very hands-on and solve problems when you spot them What we are doing at Monzo excites you! You’ll spend your first months on the frontline To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first few months and then transition into the Squad Captain Manager role. Logistics: The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in Cardiff. Salary approx. £35,000-£45,000 plus  stock options  and other benefits.

We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team in our Cardiff office. At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on Social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £22,750 a year (£11p/h) plus unsocial hours allowance . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working from our Cardiff office on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability'  here .  You should apply if you: you are prepared to be primarily based in our Cardiff office care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old If you're planning to do any working from home from time-to-time, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV. If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these will be running on a regular basis from March onwards). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  [email protected]

WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive fluent in Japanese  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken Japanese and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are scheduled between 6:00 am - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks

At Tutuka, we think   everyone   should have access to user-friendly payment services. We make connecting easy, by making simple, safe payments happen for people around the globe. We enable payments via virtual and physical cards for partners like banks, telcos, retailers, developers and fintechs across the world. We already have   a team of amazing client support agents  at Tutuka who work either remotely or out of our Johannesburg or Dubai offices, and now we need you! Job Description We are looking for a Support Agent based in Bangkok, Thailand to join our dynamic customer support team! We are looking for someone who is   enthusiastic, disciplined and dedicated and keen to work in the world of technology and payments. The role will entail: Proactively supporting internal and external customers Providing good customer service by interacting with clients on the phone, via email and chat Learning how to work with multiple systems, do technical troubleshooting and resolve technical queries Following Tutuka and client processes, while problem-solving queries Working on weekends, public holidays and evenings Qualifications You will: Have 2-4 years experience Be tech-savy and process driven Have a good command (fluent) of Thai and English   (other languages would be a bonus) Have call centre/customer service experience   (must be passionate about providing good customer service) Be a self-starter who is motivated and eager to learn and grow Enjoy working in a small to medium sized team Have a good telephone manner and the ability to multi-task, handle calls, emails and face-to-face customer service Enjoy working remotely and communicating with team mates via video con and instant messaging Take ownership and be accountable and proactive ( this is not a position for someone who needs to be micro-managed) Have a passport and be able/comfortable to travel (to South Africa) if required Additional Information Lots of space to challenge yourself: Learning about how the payments industry works Working with global clients and partners Working with dynamic software that is flexible and can be adapted to the need of any client Helping to grow our technology by understanding your customer’s needs, and conveying that into tangible applications What's in it for you: Working at the cutting edge of payment innovation International and regional travel International exposure and experience Flexibility of working remotely If you can   see yourself in this role   and feel you can add to the ongoing success of Tutuka, then please get in touch and apply. Tutuka looks to build strong, diverse teams built from different backgrounds, experiences and identities.

At Tutuka, we think   everyone   should have access to user-friendly payment services. We make connecting easy, by making simple, safe payments happen for people around the globe. We enable payments via virtual and physical cards for partners like banks, telcos, retailers, developers and fintechs across the world. We have a team of   amazing team members  who work either remotely or out of our Johannesburg, Bangkok or Dubai offices, and now we need you! Job Description We are looking for a Implementation Testing Agent based in Asia to join our Implementation team! We are looking for someone who is motivated, disciplined, courageous, curios and determined to make things happen, easily and right in the world of technology and payments. The role will entail: Working remotely out of Asia   (South East Asia preferred) Proactively supporting external customers to make testing happens to get something live in the right way Working with internal team to get card authority testing done to get a new BIN live by either working on an offline simulator or doing live online testing Providing excellent service by interacting with clients on the phone, via email and chat to support them get a card programme live quickly and easily Learning how to work with multiple systems, do technical troubleshooting to help get a client to test their card programme and get it live and to get testing done with relevant card authority to get a BIN live for their card programme Whilst the role has a technical focus this is not a pure technical role that involves doing coding.   It does involve working with technical people to get something to work testing using API’s developed by Tutuka’s technical team  Working at odd times depending on a clients need to do testing and get something live Working with a team that is based in different locations and different time zones Qualifications You will: Have  around 4 to 6 year’s work experience Be tech-savy and have problem solving skills Have strong interest in the technical space and a strong technical aptitude The ability to learn technical systems and API’s quickly Have a good command (fluent) of one Asian language and English Have some form of customer service experience  (must be passionate about providing good customer service) Be a self-starter who is motivated and eager to dig, problem solve and come up with better ways of doing things Enjoy working in a small team Have the ability to multi-task to help multiple clients and interact with card authorities all at the same time Enjoy working remotely and communicating with team mates via video con and instant messaging Take ownership and be accountable and proactive (this is not a position for someone who needs to be micro-managed) Have a passport and be able/comfortable to travel (to South Africa) if required Additional Information Lots of space to challenge yourself: Learning about how the payments industry works Working with global clients and partners Working with dynamic software that is flexible and can be adapted to the need of any client Helping to grow our technology by understanding your customer’s needs, and conveying that into tangible applications What's in it for you: Working at the cutting edge of payment innovation International and regional travel International exposure and experience Flexibility of working remotely If you can   see yourself in this remote role   and feel you can add to the ongoing success of Tutuka, then please get in touch and apply. Tutuka looks to build strong, diverse teams built from different backgrounds, experiences and identities.

CompareAsiaGroup  is the leading online comparison platform for banking and insurance products in the Asia Pacific region. The Group helps people across Asia save money and make better choices about personal finance with comprehensive, free and independent online comparison tools for insurance, credit cards, personal loans and other financial products. In addition, financial institutions are able to lower customer acquisition costs and efficiently reach consumers through the internet. The Group was founded in 2014 in Hong Kong and currently employs over 200 financial experts and technologists. It has a presence in Singapore, Hong Kong, Taiwan, Indonesia, Malaysia, the Philippines and Thailand. MoneyHero.com.hk  is Hong Kong’s first one-stop financial product comparison platform for Hong Kong consumers. We have been providing unbiased comparisons of financial products ranging from credit cards, personal loans, insurances, mortgages to securities and banking accounts. We only partner with reputable banks and financial institutions to provide the latest and most comprehensive financial product information, allowing you to compare and choose the products that best suit your needs with easy-to-use tools at no costs. We provide free, reliable, up-to-date information to enable individuals and households to find the right products at the most competitive prices. For more details, visit our website at  https://MoneyHero.com.hk THE ROLE The CSO is a brand ambassador for MoneyHero.com.hk, demonstrating our brand values of being friendly, helpful and knowledgeable in the day to day interactions he/she has with customers. This role will be working with both internal and external partners to ensure high quality services to our customers so customers will come back again and again to fulfill all their GI needs through MoneyHero.com.hk. YOUR TASK Customer Support Handle incoming calls and emails from customers on General Insurance product enquiries both pre and post-sale, ensuring a pleasant experience and positive results for the company Prepare and dispatch policies and other standard communications to customers Resolving customer issues and complaints promptly and with calmness and respect Liaise with internal departments and insurance partners to resolve customer inquiries within specified timelines  Logging all customer queries in ticketing system (Zendesk) in a clear and concise manner and adhering to internal SLAs for follow ups and response times. Administration and Business Operations Monitor system performance and take prompt action to ensure policies are generated in a timely manner Generate daily reports on policy sales and other reports as required (Customer feedback, SLA, refunds etc) Update and maintain the customer database system Support campaigns and initiatives that may be launched internally or by insurance providers Provide input on marketing material Provide insights on customer buying patterns and requests Develop and document operational processes SKILLS & REQUIREMENTS Minimum 2 years working experience in General Insurance customer service is a MUST. Qualify as a Technical Representative under the regulations set forth by the HKCIB or PIBA by having passed the required IIQE papers. Good communication skills and pleasant demeanour Customer focused, positive attitude, self-motivated, works well with colleagues Fluency in Cantonese and English, in writing and speaking Familiar with ticketing systems and database software is preferred What can you expect from us? Join a fantastic team   : Work with the top management of the company, with backgrounds from leading consulting, banking and start-up companies. Learn   : Work with a team with a proven track-record of building successful internet companies. Have fun   : A challenging, fun and international environment Grow   : Great opportunities for further career advancements, either within the regional group or in one of our country teams

Role Overview: Reporting to the VP Customer Service, the Head of Customer Service Philippines is responsible for Cebu operations (Including workforce, technology, and physical plant) delivering compliant tactical execution of operating initiatives across multiple customer service channels (including inbound/outbound voice, email and live chat).  Additionally, the role may include site leadership to support the other WorldRemit teams that work in our Cebu site.    Duties: • Leverage customer contact/transaction forecasts to staff and manage 24x7x365 multichannel contact centre operation. • Recruit/hire/train/manage Customer Support team leaders and infrastructure managers (e.g., Customer Support, quality assurance, training, facilities management, and workforce management). • Develop and maintain highly valued and responsive suite of customer contact channels, the results of which include exceptional customer contact experiences, exceptional employee experiences, and a cost-efficient technology-driven operation. • Create an enterprise-aligned, clearly understood and communicated Cebu-site management strategy that favourably impacts revenue and bottom-line financial goals. • Manage an operating budget of approximately £X million and 300+ FTE’s. • Develop and implement appropriate and reliable measures and reporting to support achievement of business strategies. • Coordinate and collaborate with contact centre leaders (London, Denver, etc.), to create and sustain effective contact centre infrastructure teams handling supporting forecasting in language, staffing models, workforce scheduling, and training and employee development, and global compensation and reward systems. • Be a strong, creative customer and advocate for improved systems to support the CS team and the customer • Lead initiatives to evaluate, acquire and integrate workforce management solutions into the enterprise operation. • Provide inspirational and charismatic surprise-free leadership for contact centre staff (customer-facing, infrastructure and back-office), hallmarked by process rigor, appropriate standardization, and consistent performance against targets. • Serve as a subject-matter expert on customer experience and contact centre operations to the WorldRemit leadership team. • Collaborate and coordinate with WorldRemit executive team on the development and implementation of contact centre initiatives. • Develop strategically-aligned objectives and key results (OKRs) and an environment of performance coaching, feedback and reward. • Ensure all contact centre operations are audited regularly and achieve regulatory and policy compliance. • Invest appropriately in business transformation and continuous improvement initiatives. • Recruit and engage exceptional talent. • Travel as required and as necessary to support operations.    Required Skills & Experience: • Bachelor’s Degree in Business Administration or related field. • Minimum 12 years of contact centre operations experience, at least 5 years in a senior/site leader role. • Experience with financial services offerings. • Site management experience as leader of 24x7x365 operation. • Has directly led the maturing of a contact centre’s people, process and technology from fast growth to a stable performing platform • Relevant experience in a management role o within a fast-paced environment, experience in Financial Service preferred. o where Regulatory oversight across multiple jurisdictions was a key factor o where establishing and working with outsourcers has been a key part of the role o where the Operating Model is in development o where the supporting systems were in flux • Proven track record of building strong stakeholder relationships with internal and external partners. • Self-starter, able to work independently as well as part of a team. • A diplomatic and sensitive approach and a calm nature. • Proven track record of making sound decisions with a strong sense of urgency. • A genuine passion for differentiating customer service. • The ability to create, implement and improve demanding processes and procedures. • Experience of training and motivating high-performing customer service teams across multiple cultures and geographies. • Strong analytical skills, communication skills, and interpersonal skills.

Customer Service Executive – Spanish-Speaking (Denver) WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive with   fluent Spanish  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken Spanish and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are generally 10:00 am - 7:00 pm or 2:00 pm - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks

WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive fluent in German  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken German and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are scheduled between 6:00 am - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks

WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive fluent in French  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken French and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are scheduled between 6:00 am - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks

One of the UK’s fastest-growing technology businesses, WorldRemit is disrupting the $600bn global money transfer industry, helping customers send funds instantly to friends and families abroad. With the option to send and receive via mobile and desktop, simply send a bank transfer, airtime, Mobile Money or cash pickup through our WorldRemit app or direct from our website. Offering customers the choice to send to more than 125 countries, we are leading an online revolution and laying to rest old-fashioned money transfers – that’s why we’re reaching out for talent like you to help us reach more people all over the world. Our Global Customer Service team is responsible for helping customers and the key function of transaction monitoring. Transactions that are currently sitting at 1,200,000+ a month and counting. We are looking for a Service Improvement Analyst who works closely with the Customer Service team, analysing the efficiency and effectiveness of the service delivered by WorldRemit to our customers to identify opportunities for service improvement. You will: Produce management information from our CRM, telephony and WFM systems and other sources of information which helps guide and manage the Customer Service team. Use gathered information to analyse strategic and operational KPIs and suggest/implement improvements. Map and evaluate business processes for the end-to-end customer experience. Develop specifications, assist in documenting new processes and procedures, facilitate testing, training and user acceptance and lead roll out of the solutions. Create project proposals for key stakeholders and positively and proactively drive the agenda. Identifying customer behaviours which might help better manage the customer journey. Liaise with other departments on product/system change requirements. Undertake user acceptance testing and system and process changes. Administrator of the telephony and CRM systems (Customer Service side) and other systems relevant to the operation. Carrying out any other tasks as may be requested from time to time.   A few things about you: Degree qualified  Strong and proven research and quantitative/qualitative analytical and numerical skills, the ability to think strategically and problem-solve is essential to the role. An excellent knowledge of Excel. Extensive experience of working with external and internal clients, selling ideas to them and delivering excellent customer service. SQL or other programming language skills are highly preferable. Good general understanding of how the business and products work. A self-starting attitude, being able to motivate and collaborate with others on projects. Have a “Completer/Finisher” approach to work with a good eye for detail. The ability to influence, network and collaborate with stakeholders. Excellent facilitation and communication skills.

WorldRemit - if the media's to be believed, we're the FinTech start up taking the world by storm - scooping-up awards and more than $140m in funding.  Ok... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. To many companies, Customer Service means ‘phone agents’.  At WorldRemit, you are so much more.  Our CS team is responsible for a range of crucial functions that make our business tick and keep our customers happy.  That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month.  You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. Because our people build up such a broad range of skills, many of our CS Execs have moved on to other parts of the business, including Compliance, Risk, Fraud Analysis, and Tech. Of course, if you can’t get enough of speaking to and helping people - you can move up within the Customer Service team, as a CS Team Leader or Manager. If this has stoked your interest then read on a little more to find out just what you will be doing in this role. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must.  A smile on your face will go a long way too :-) Screening and verifying customer’s identification Reviewing transactions and identifying suspicious activities. Reporting and escalating suspicious activities to the relevant department Research unusual or questionable transactions with the relevant department Monitor and release transactions Advising customers on the products WorldRemit offers So, what do we want from you? Fluent written and spoken English and German Bachelor’s Degree is essential Customer service experience previously would be great.  But if you genuinely care and want to help and love talking to people, that’s a great start! Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) there are times when customers will be unhappy unfortunately.  You will be relied on to resolve their issues and keeping calm throughout, giving a fantastic customer experience. A fondness of cake will also help! You will need to be flexible and able to work as part of a shift rotation basis (24/7 – 365 days). There are several shift options with staggered start times available.  Both Full time (40 hours a week) and Part time (24 hours a week) options are available. What’s in it for you? Competitive compensation package Free breakfast every day because a good start to the day is essential! A great pension scheme for when we grow old eventually ;-) A fun & friendly work environment with lots games including; ping pong, pool table, video games and much more! Opportunity to leave your mark on something special An amazing group of people to work with, grow with and socialise with as we continue to do something amazing for our customer’s! #becauseofthem

WorldRemit - if the media's to be believed, we're the FinTech start up taking the world by storm - scooping-up awards and more than $140m in funding.  Ok... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. To many companies, Customer Service means ‘phone agents’.  At WorldRemit, you are so much more.  Our CS team is responsible for a range of crucial functions that make our business tick and keep our customers happy.  That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month.  You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. Because our people build up such a broad range of skills, many of our CS Execs have moved on to other parts of the business, including Compliance, Risk, Fraud Analysis, and Tech. Of course, if you can’t get enough of speaking to and helping people - you can move up within the Customer Service team, as a CS Team Leader or Manager. If this has stoked your interest then read on a little more to find out just what you will be doing in this role. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must.  A smile on your face will go a long way too :-) Screening and verifying customer’s identification Reviewing transactions and identifying suspicious activities. Reporting and escalating suspicious activities to the relevant department Research unusual or questionable transactions with the relevant department Monitor and release transactions Advising customers on the products WorldRemit offers So, what do we want from you? Fluent written and spoken English and French Bachelor’s Degree is essential Customer service experience previously would be great.  But if you genuinely care and want to help and love talking to people, that’s a great start! Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) there are times when customers will be unhappy unfortunately.  You will be relied on to resolve their issues and keeping calm throughout, giving a fantastic customer experience. A fondness of cake will also help! You will need to be flexible and able to work as part of a shift rotation basis (24/7 – 365 days). There are several shift options with staggered start times available.  Both Full time (40 hours a week) and Part time (24 hours a week) options are available. What’s in it for you? Competitive compensation package Free breakfast every day because a good start to the day is essential! A great pension scheme for when we grow old eventually ;-) A fun & friendly work environment with lots games including; ping pong, pool table, video games and much more! Opportunity to leave your mark on something special An amazing group of people to work with, grow with and socialise with as we continue to do something amazing for our customer’s! #becauseofthem

Customer Service Executive  - with a Twist! WorldRemit - if the media's to be believed, we're the FinTech start up taking the world by storm - scooping-up awards and more than $140m in funding.  Ok... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. To many companies, Customer Service means ‘phone agents’.  At WorldRemit, you are so much more.  Our CS team is responsible for a range of crucial functions that make our business tick and keep our customers happy.  That includes transaction monitoring - reviewing, approving and sometimes rejecting the ore than 300,000 monthly transfers that pass through our service every month.  You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. Because our people build up such a broad range of skills, many of our CS Execs have moved on to other parts of the business, including Compliance, Risk, Fraud Analysis, and Tech. Of course, if you can’t get enough of speaking to and helping people - you can move up within the Customer Service team, as a CS Team Leader or Manager. Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen. WorldRemit has grown at an average 50% year on year and is now processing over 1 million transactions per month. The Company currently employees more than 600 employees with offices in UK, Poland, Australia, New Zealand, Philippines, USA, Canada and other locations. If this has stoked your interest, then read on a little more to find out just what you will be doing in this role. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers, so an attentive manner is a must.  A smile on your face will go a long way too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offers. So, what do we want from you? Bachelor’s Degree is essential.  Relevant customer service experience. Fluent written and spoken English. Genuinely care and want to help and love talking to people. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) there are times when customers will be unhappy unfortunately.  You will be relied on to resolve their issues and keeping calm throughout, giving a fantastic customer experience. You will need to be flexible and able to work as part of a shift rotation basis (24/7 – 365 days). There are several shift options with staggered start times available.   What’s in it for you? Competitive compensation package Free snacks and coffee everyday! A fun & friendly work environment with lots of games including team competitions, themed events, board games, pool table, and much more! Opportunity to leave your mark on something special An amazing group of people to work with, grow with and socialise with as we continue to do something amazing for our customers!

We're looking for a curious, adaptable Business Analyst - Operations Planner to join the Customer Operations team at Monzo. You'll have the chance to help us plan how we grow our customer support operations to support millions of customers. You’ll be an expert in managing supply and demand and will help us understand how many people we need to hire in the context of explosive growth. You’ll have done a job like this before and be able to apply this perspective to the problems we’re currently solving. Your team You'll be a member of The Planning team. Our Planning Team work at the intersection of the Customer Operations and Scalers Teams. The Customer Operations Team looks after our lovely customers - they're a crucial link between Monzo and our users. They help people manage their money, solve their problems, and listen to their feedback on our features. The Scalers team makes sure we can support Monzo’s rapid growth through running a variety of optimisation projects for Customer Operations. The role As part of the Planning Team you'll help us make decisions on how we can best meet customer demand. You’ll work closely with the people responsible for scheduling and hiring to make sure we’re always making well informed decisions and can plan ahead. You’ll help us with the following questions and challenges: How do we know how many people we need to hire whilst we’re growing rapidly? What will customer demand look like when we’re rolling out new product features every week and how do we plan for that? How do we manage staff holidays to make sure we can always meet customer demand and also give enough flexibility to people who work at Monzo? Which shifts do we hire for to provide a delightful and swift service to our customers 24/7? How do we forecast accurately when our product is getting more complex and our team is continually growing? How do we plan for operating across multiple continents and time zones, with customers speaking many different languages? How do we keep all the stakeholders across the company well informed, e.g. the hiring team? What do we do when we don’t get our planning right What is special about Customer operations at Monzo? We care about our customers deeply and we are building a world class  team  to provide the best customer experience we can. We also wrote a  blog  about how we are gearing up to support 1 billion customers. You will be part of the team that will help us make it happen! You should apply if: You’ve got practical experience in Workforce Analysis, or Financial Planning and Analysis You have grounding in SQL and preferably Python You pro-actively identify issues, and enjoy tackling them and coming up with your own solutions You’re comfortable getting hands-on and taking a step back to think strategically You're used to working as part of a team You’ve got experience of managing multiple stakeholders with competing priorities What we’re doing here at Monzo excites you! Contact centre experience would be ideal, but not essential Logistics This role is based at our office in London We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance Our interview process consists of a 30-minute phone interview, a take-home test, and a two hour on-site interview. We promise not to ask you any brain teasers or trick questions!

Job Description: Your role and responsibilities will include but not be limited to ensuring that your team is run effectively, delivering results that support the Company goals. Monitor, report, and manage team performance. Understand key performance metrics, and how to influence them. Take part in the recruitment, induction, and training of team members. Frequently coach and train and give feedback to the agents in your team and others in the center to effectively raise engagement, support development, and get the best out of your people. Manage performance issues as necessary. Understand Company systems and processes. Provide guidance and where necessary decide whether to release or hold transactions, accept IDs, or mark transactions as fraud, or refer to Compliance Team. Handle escalated customers’ complaints either by phone or email to ensure customer’s trust is recovered and the right experience delivered. Work with Workforce Manager to agree leave, shift swaps or other scheduling changes, and manage agent availability. Ensure staff are always up-to-date with updates/alerts/notifications from management. Provide day-to-day supervision of the staff including supervising break times to ensure sufficient cover at all times, reporting absences and monitoring lateness. Support other teams by floor-walking and frequent personal engagement with all agents. Ensure staff understand the team’s daily objectives in terms of case, as well as the Company goals and the CS role in achieving them. Ensure team adherence to company policies and standards. When working during these times, liaise with Denver team managers to manage overnight and weekend shift priorities for both teams. Report any systems issues to relevant personnel overnight or at weekends. Ensure customer queries - via all channels - and transactions are resolved efficiently and within agreed timeframes. Manage and review absenteeism, and lateness ensuring return to work and exit interviews are completed. Manage regular performance reviews to ensure individual, team and company targets are achieved. Maintain a positive team spirit which supports teamwork and inspires others. Continuously act as a role model to your team in living WorldRemit’s values. Manage effective on-boarding and knowledge transfer to new members of your team. Actively suggest opportunities to improve processes to become more efficient and improve customer experience. Serve as positive member of the leadership team, identifying issues, contributing ideas/solutions and supporting the team in all actions. From time to time you may be required to carry out additional duties in order to support the business needs. Minimum Requirements:  Bachelor’s degree 2 to 4 years of previous experience building and leading teams of 4-10 people Fluent written & spoken English with excellent communication skills Strong Excel and Power Point skill