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CSR Supervisor

  • TransferMate
  • Danmark
  • 23/05/2022

Jobbeskrivelse

Interpay is an international company that provide money transfers and all kind of visa services.

Being part of Interpay Bulgaria, TransferMate was launched in 2010. Since then, Transfermate is the market-leading, international choice for businesses worldwide that send and receive foreign currency payments and are leading the change within the Global Payments Fintech sector.

TransferMate streamlined payment processes, and now boasts one of the world’s largest currency settlement networks that provides companies and financial institutions with a ‘plug and play’ technology platform to conduct cross-border transfers globally at top speed and more cost-effective than banks.


The employee will be responsible for the CSR Department in Varna. His/her duties include ensuring smooth communication within the team, providing any training for new employees, and identifying any omissions in training of employees.

He/she is also responsible for the effective teamwork that will meet the needs and achieve the goals set by the Department Manager.

General responsibilities:

  • Leading and motivating a team to ensure they provide the best customer experience.
  • To make sure that the team are supported in meeting their KPI’s.
  • To ensure that all queries, questions and complaints are dealt within a timely and efficient manner.
  • To collaborate with the Call Quality team, which regularly provides feedback to customer service to improve the quality and level of calls.
  • To ensure that all procedures are followed.
  • To work with all teams from the company in order to increase revenue and achieve monthly goals.
  • To assist in other areas of TransferMate and its sister companies should the need arise.
  • Escalation of any issues to the Customer Service Manager in a timely manner.
  • To hire and train new employees and partake in any induction training required.
  • Create effective Customer Service policies and procedures and ensure all staff are updated with changes in relation to processes and procedures.
  • Work with the Customer Service Manager to create weekly/monthly reports.
  • To effectively manage customer relationships.
  • Assist with the Customer Service team on live chat, e-mails and phones.
  • Perform online demos to potential clients.
  • Assisting with on-boarding of new clients and completing the application process.
  • Follow through with any rate quotes provided to clients.
  • Working with the relations hip management department to decrease the number of the clients on our out of cycle lists.
  • Understand customer needs, requirements and provide excellent customer service.

Additional Responsibilities:

  • Duties assigned by the Manager and/ or by the General Manager related to his/ her work as well as.
  • Provide all necessary information to colleagues in the company, both written and spoken, in an e-mail or in the database.
  • Ensure all customer-specific information is recorded and archived in the relevant files.
  • Ensure all work is done in a timely and effective manner.
  • Contribute to the overall successful work of the department.
  • Ensure the team is adequately staffed at all times.
  • Supervise day to day operations within the team.
  • Act professional in personal presentation, communication, general behavior and timeliness to all internal and external customers.
  • Treat all company resources, processes and people with respect, honesty and integrity

Requirements

  • Experience in a Customer Service position.
  • Experience in the field of financial services is an advantage.
  • Good communication skills.
  • Good leadership and interpersonal skills.
  • Good time management skills.
  • Comply with AML procedures.

Benefits

∙ Company Paid Trainings & Learning Accounts;∙ Remote Working Option & Flexible Working Shifts;
∙ 22 days paid annual leave;
∙ Additional Health Insurance including dental and vision care;
∙ Life Insurance;
∙ Food Vouchers for Christmas & Easter;
∙ Discounted Multisport Cards;
∙ Free Sports: Football, Tennis, Volleyball;
∙ Refer a Friend Bonus;
∙ Team Buildings & Parties;
∙ Discounts across various stores, theaters, restaurants;
∙ GroupLife – corporate wellness program;
∙ Mobile Plan with Free Calls & Internet after your first year in the company;
∙ Volunteer Day;
∙ Employee Assistance Program;
∙ Milestone Recognition Program;
∙ #OneTeam Awards & Annual Employee of the Year Awards.