Western Union Sr. Specialist, Customer Care in Quezon City, Philippines

Job Title: Sr. Specialist, Customer Care

Requisition #: 1804702

Customer Care Associate - NAMTECH(Agent Tech Support)

Western Union is changing. Yes, we’re the company that moves money around the world quickly and reliably in 200 countries and territories. We are also present in over 510,000 locations bringing immense distribution convenience to our consumers. But we’re on the cusp of becoming much more than that. Our vision is to be the preferred financial services provider for the underserved – billions of people and businesses with unmet financial service needs. That means aggressively pursuing digital, mobile, ATM/kiosk and stored value card strategies that meet the needs of today’s global consumers and businesses. So if you’re looking for a company on the move – and truly one of the most diverse work environments on the planet – then Western Union could be for you.

The Job

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

About you

You have University degree and experience in a similar role in a multinational organization. You speak & write fluent in English. You proved to be a strong communicator and have strong business acumen. It is important you know well standard business technology (MS Office programs; audio and videoconferencing facilities). In this role you will need to be able to multi-task efficiently and produce quality work in a fast-paced environment. You will also work with a team and independently in various shifts in accordance to business needs.

What we offer

An interesting multicultural working environment with the ability to collaborate and link across borders with sector and technical experts in all parts of our business supported by cutting edge technology and systems

The Pay

An attractive base salary is on offer depending on skills and experience, along with a comprehensive benefits package.

To Apply

Growth and innovation are the story of our past, and they will define our future so if you are looking to be part of an exciting and innovative organization where your hard work can make a difference then please apply for the role – we would love to hear from you!