Western Union Specialist, Customer Care (German) in Quezon City, Philippines

Job Title: Specialist, Customer Care (German)

Requisition #: 1802381

We’re seeking a German Speaking Specialist,Customer based in our Munoz, Quezon City office .In this role, you will be responsible for ensuring excellent quality service is delivered to our customers, through attending to correspondences and reporting of performance against quality measures across our Call Center.

In addition, you will:

  • Be responsible for ensuringcompliance with company systems, processes and procedures.

  • Provide technical support andproblem resolution with flawless execution to Western Union Agent’s pointof sale system, application and network issues.

  • Diagnose and resolve technicalhardware and software issues.

  • Escalate or replace equipmentaccordingly after performing all the troubleshooting steps for the issuein question without success.

  • Perform outbound calls toprovide support in deployment/implementation of new technologies forWestern Union Agents and follow up on escalated case

  • Encompass the assigned regionand will require calibration sessions with other Call Center Quality teamsto ensure integrity and commonality of quality monitoring.

  • Make decisions on Complianceand Security issues, however those decisions that pose a higher risk arereferred to the respective department.

  • Achieve individual and teamtargeted KPIs for Average Speed of Answer and Average Handling Time

What you will need to succeed:

  • Youhave a Bachelors’ or University degree

  • Fluentin speaking and writing in English and German

  • Proficientin working with MS Office applications like Word, Excel, and PowerPoint

  • Familiarityon working with technologies including audio and video conferencing

  • Abilityto multitask, and provide quality work in a fast-paced environment

  • Abilityto work effectively within a team environment

  • Willingnessto work on shift in relation to business needs

What will make you stand out:

  • Germannative speaker

  • Atleast a year for work experience in a call center or BPO environment

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? Applynow!

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 groundbreaking idea. We’d love to explore that possibility!

Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including applicants with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status or another protected category.

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