Customer Service Agent

Overview

At CurrencyFair, we're passionate about revolutionising the way people send and receive money around the world.

As a peer-to-peer currency exchange, we're making it easier and more affordable for individuals and businesses to transfer funds across borders.

We're looking for talented individuals who share our vision and want to join us in disrupting the traditional financial services industry.

If you're excited about the prospect of using your skills to help people save money and time, we'd love to hear from you.

The Customer Success team at Currencyfair are world class team in supporting our customers, with their day-to-day customer service requests such as password resets, payment investigations and other general queries related to their accounts with us and their payments.

We work round the clock and are dedicated to providing our team and our Currencyfair customers with a superb experience.

Our team strives to solve customers' issues with an empathetic and friendly approach, either by phone or email.

The Currencyfair experience means that success is achieved when the customer feels that their query or issue has been answered, resolved or rectified fully before their case is closed.

This is directly linked to your own performance and success metrics.

As part of the team you will have the opportunity to work in a growing, global environment that recognises and rewards our people for delivering a world class customer experience that is positive, personal and memorable.

This role is a hybrid role, 2 days a week minimum in our office in Dublin 4.

This is a full time permanent role.

Responsibilities

You will be the first point of contact for our CurrencyFair customers with the responsibility for delivering a positive customer experience.

You will own, document, and resolve customer issues including tracking why customers have contacted us and how we have resolved their issues.

You will be focussed on supporting the customer and the business through delivering a value add experience for the customer, owning and resolving all issues with urgency.

Process Improvement – contributing your observations and ideas for always improving the customer experience is welcomed and encouraged

The Skills You Will Bring

You have a strong focus on customer experience and the urgency in which it should be delivered.

You respect your team members, building relationships across geographies and cultures with ease.

You are an ambitious, hard-working, determined, positive, helpful person that wants to grow your career.

You have customer relationship-building skills and enjoy talking to people.

You are curious and willing to learn, using your own initiative to solve challenges.

You are comfortable using technology systems to accurately and efficiently update customer records and adhere to automated workflows.

Flexibility to work a variety of shift patterns, including public holiday work

Subject matter knowledge and experience

A demonstrable track record in customer service role.

Experience within a within a financial services environment is

essential

Superior communication skills, both verbal and written

Exceptional customer service ethic

Currencyfair is committed to diversity and inclusion.

By providing equal opportunities we foster a work environment which embraces diversity and gets the best out of the broadest spectrum of people to sustain business performance and competitive advantage.

We build an inclusive culture by demonstrating respect for each other's unique strengths and perspectives to enable every employee to develop a sense of belonging and have the opportunity to maximise their potential.

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