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The Opportunity:
 

Western Union is looking for Client Services Specialist who will be Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements. This role involves demonstrating high levels of motivation and target focused. The person should be able to work under pressure whilst holding customer satisfaction as paramount. Conforming to the Western Union Behaviours is essential to this role. Customer Service professional from Finance, Banking, Call Centre or Fintech industry are welcomed to apply.

 

Sound interesting? Here are some specifics:

 
  • Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
  • Additionally, the role requires a strong desire to take ownership and assist team members to drive the team’s overall performance
  • Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries
  • Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
  • Provide bespoke transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Client Services Team Leader.
  • Update cases and clients regularly, in accordance with agreed SLAs.
  • Act as conduit (Bridge) between Sales, Client and Operations
  • Keying workaround orders as appropriate, printing and sending cheques as ordered by our customers, managing past due payments and overdue contracts, new User set ups, password resets
  • Liaising with customers and internal departments regarding post payment queries, proactively manage and control work levels, using daily reporting to ensure SLAs are met
  • Deliver professionally constructed and factual email communications within agreed SLAs.
  • Being proactive and responsible for client queries.
  • Actively take part in telephone training & apply appropriate feedback.
  • Maintain and develop best practice as well as sharing best practice across the teams.
  • Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
  • Adhere to compliance and regulatory requirements
  • Achieve 95% or above on QA for customer contacts
  • Build knowledge of the relevant payment platform to enable comprehensive response to queries.
 
 What you will need to succeed:
  • 1 years’ experience in a busy team in a client-facing function
  • A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture.
  • Ability to lead by example and deliver service excellence to customers
  • Maintain and exceed targets and meet tight deadlines
  • Able to identify own development areas and training needs
  • Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
  • Highly driven, with strong desire to succeed Analytical capacity and innovative problem-solving skills.
  • High degree of professionalism, with a confident, assertive style Desire to exceed personal and team targets Team player
  • Effective time management skills Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet
What it’s like here:
 

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!  

 

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

 

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next ground-breaking idea. We’d love to explore that possibility!

 

We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or another protected category.

 

#LI-WU #WUBS


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