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Customer Relations Officer

Customer Relations Officer

Job Title: Customer Relations Officer
Contract Type: Permanent
Location: San Gwann, Malta
Industry:
ICT
Salary: €19,000 - €21,000
Reference: 3907
Contact Name: Justina Zammit
Job Published: June 15, 2018 09:14

Job Description

A brand that provides Money transfers is currently seeking a customer Relations officer to join their support function.

Job Description

  • Responding to all Client/Merchant/Bank or Police incoming emails from the CRM ticketing system in a professional, polite, informative, thorough and timely way, providing a high level of personalised customer service.
  • To maintain a consistent and positive customer service image when interacting with customers
  • Day-to-day tasks include: Bank pay in/pay out approvals, verification of KYC documents, approving/rejecting dormant accounts, processing of compliance and fraud monitoring reports, checking of system notifications as well as approving/rejecting change of user details,
  • Identify fraudulent activity and report any suspicious activity to the CR Manager/Compliance team
  • Proactively keeps up to date with Entropay activities, products and services to ensure queries are handled in a  professional manner
  • Ensures a high quality/standard of work and service throughout
  • Escalates any issues to department manager as and when appropriate
  • Identify internal and external system errors and report accordingly
  • Pro-actively suggest ideas to improve usability
  • Creates interest in EntroPay services by informing customers of other products / services available which may be of interest to them
  • Works in a supportive way with other departments, with an appreciation of the work they do, to encourage mutual support
  • Participates in team events to promote good team relations
  • Any other duties as may be  reasonably required

Skills and qualifications

  • Excellent verbal and written communication skills in English, additional language will be an advantage
  • Proficient in the use of Microsoft applications and good keyboard skills
  • Must be tactful and professional when dealing with customers
  • Ability to apply knowledge and experience to make appropriate and timely decisions under pressure 
  • Must enjoy customer contact and query resolution
  • Attentive to detail and focus on high quality communications
  • Well organised, and methodical, with the ability to prioritise and multi task
  • Able to work independently and as part of a team
  • Able to work shifts as require

Shift schedule: Day shifts are from 7am - 6pm, evening shifts 12 - 11pm and weekend shifts 9am -8pm