Western Union Specialist, Customer Care in Quezon City, Philippines

Job Title: Specialist, Customer Care

Requisition #: 1802707

We’reseeking a Specialist, Customer Care for EMEA – APAC, based in our Munoz, QuezonCity 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.

Sound interesting? Here are some specifics:

  • Responsible for ensuring compliance with company systems,processes and procedures.

  • Encompass the EMEA-APAC region and will require calibrationsessions with other Call Center Quality teams to ensure integrity andcommonality of quality monitoring.

  • Provide professional customer complaint handling and firstcontact resolution of requests.

  • Make decisions on Compliance and Security issues, howeverthose decisions that pose a higher risk are referred to the respectivedepartment

  • Achieve individual and team targeted KPIs for Average Speedof Answer and Average Handling Time.

  • Resolve customer enquiries and promote Western Unionservices

What you will need to succeed:

  • You have a Bachelors’ or University degree

  • Fluent in speaking and writing in English

  • Proficient in working with MS Officeapplications like Word, Excel, and PowerPoint

  • Familiarity on working with technologiesincluding audio and video conferencing

  • Ability to multitask, and provide quality workin a fast-paced environment

  • Ability to work effectively within a teamenvironment

  • Willingness to work on shift in relation to businessneeds

What will make you stand out:

  • At least a year for work experience in a callcenter or BPO environment

What’s in it for you?

  • Competitive global pay and benefits

  • Unparalleled experience as part of one of themost advanced compliance teams in the world, with opportunities to buildvaluable skills and grow your career

  • Diverse, global team with colleagues in over 50countries

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? Apply now!

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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