Customer Support Representative

3 days ago

Melbourne, Victoria, Australia EFinancialCareers Ltd. Full time
About the Role

We are seeking a highly skilled and motivated Customer Support Representative to join our team at EFinancialCareers Ltd. As a key member of our support team, you will be responsible for providing exceptional customer service to our clients, resolving complex customer cases in a timely manner, and utilizing your analytical skills to identify process improvement opportunities.

Key Responsibilities
  • Analyze and resolve complex customer cases in a timely and professional manner
  • Utilize Excel for data analysis and reporting, as well as Salesforce for customer relationship management
  • Communicate effectively with a global customer base, utilizing excellent voice and conversational skills
  • Prioritize cases based on severity, customer, and resources, while maintaining specific KPI targets for customer satisfaction, average time to close, and response time
  • Manage all incoming inquiries (cases) and maintain accurate records
Requirements
  • Cantonese or Mandarin language required, with the ability to read and write Chinese
  • Excellent voice and conversational skills, including engaged listening, empathy, respect, and professional written skills to a global customer base
  • Exceptional problem-solving skills and the foresight to respond to the core issues presented in contact scenarios
  • Proficiency in Excel and Salesforce (or other CRM solution), Outlook, Slack, and other administrative applications used for data entry, analysis, and reporting
  • Experience working with a complex process where attention to detail was necessary
  • Excellent typing skills, verbal and writing communication with ability to respond in a clear and summarized way to our global clients
  • Ability to leverage resources to figure out a problem (written material, internet searches, internal tools, and systems as well as colleagues)
  • Ability to learn and navigate multiple systems, tasks, and customer cases, sometimes simultaneously
  • Analytical thinking - Identifying process improvement opportunities and the education of processes required to enhance the service experience
About Us

EFinancialCareers Ltd. is a leading provider of financial technology solutions, with a global funding network of over 100 funding partners. We support 30+ currencies on a single cloud-based, multi-lingual, cross-border network, facilitating a volume of over $250 billion in payment transactions per year. Our team is dedicated to delivering outstanding results for clients, with a culture that values performance, respect, innovation, diversity, excellence, and integrity.

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