Job Description

• Manage Customer Care queries received via Zendesk, these are escalations from our Care teams around the world for transactions going to India and Sri Lanka and emails from our paying agents in these countries.
• Resolve product or service problems looking for the best solution to expedite a resolution.
• Follows up on unpaid bank deposits orders going to India and Sri Lanka.
• Follows up proof of payment requests for payments to India and Sri Lanka.
• Cancels rejected orders going to India and Sri Lanka following the correct cancellation process depending on the payment method of the order.
• Follows up and closes recalls of bank deposits payments.
• Recommend changes to management by analyzing the current status of payments going to India.
• Understand and adhere to privacy legislation and procedures.
• Contribute to the Customer Service team's goals.
• Keep up to date with relevant changes and information.
• Manage excellent relationships with all Ria's stakeholders, from customers to correspondents.
• Complete assigned tasks and shift responsibilities daily.
• Ensure call standards meet departmental quality requirements.
• Develop and maintain relationships throughout the organization between agents, correspondents, and staff.
• Report all incidents, hazards, and injuries promptly to the appropriate person.
• Participate in all WHS training and emergency evacuation drills as requeste


• Manage Customer Care queries received via Zendesk, these are escalations from our Care teams around the world for transactions going to India and Sri Lanka and emails from our paying agents in these countries.
• Resolve product or service problems looking for the best solution to expedite a resolution.
• Follows up on unpaid bank deposits orders going to India and Sri Lanka.
• Follows up proof of payment requests for payments to India and Sri Lanka.
• Cancels rejected orders going to India and Sri Lanka following the correct cancellation process depending on the payment method of the order.
• Follows up and closes recalls of bank deposits payments.
• Recommend changes to management by analyzing the current status of payments going to India.
• Understand and adhere to privacy legislation and procedures.
• Contribute to the Customer Service team's goals.
• Keep up to date with relevant changes and information.
• Manage excellent relationships with all Ria's stakeholders, from customers to correspondents.
• Complete assigned tasks and shift responsibilities daily.
• Ensure call standards meet departmental quality requirements.
• Develop and maintain relationships throughout the organization between agents, correspondents, and staff.
• Report all incidents, hazards, and injuries promptly to the appropriate person.
• Participate in all WHS training and emergency evacuation drills as requested.

Other

• Other duties, special projects, and special reporting as assigned without extra remuneration. These duties may include helping other Care hubs when needed.


• At least 2 years in Customer service roles
• Experience using Zendesk.
• Multinational experience is desirable.
• Proficient in English with exceptional written skills
• Self-Motivated and ability to work independently.