Western Union Client Services Specialist in Singapore, Singapore
Job Title: Client Services Specialist
Requisition #: 1900058
Western Union is looking for Client Services Specialist who will be Responsible for the delivery of outstanding customer service & quality in accordance with Service Level Agreements. This role involves demonstrating high levels of motivation and target focused. The person should be able to work under pressure whilst holding customer satisfaction as paramount. Conforming to the Western Union Behaviours is essential to this role. Customer Service professional from Finance, Banking, Call Centre or Fintech industry are welcomed to apply.
Sound interesting? Here are somespecifics:
Handling of incoming telephone callsand emails from both Internal and External Customers in relation to both preand post-payment queries, in accordance with agreed SLAs and quality standards.
Additionally, the role requires astrong desire to take ownership and assist team members to drive the team’soverall performance
Handling of incoming telephone callsand emails from both Internal and External Customers in relation to both preand post-payment queries
Ensure that all relevant information isinput accurately and completely into SFDC and is updated each time an action iscarried out relating to that client.
Provide bespoke transaction monitoring,frequent reporting or dedicated point of contact for agreed clients, asdirected by the Client Services Team Leader.
Update cases and clients regularly, inaccordance with agreed SLAs.
Act as conduit (Bridge) between Sales,Client and Operations
Keying workaround orders as appropriate,printing and sending cheques as ordered by our customers, managing past duepayments and overdue contracts, new User set ups, password resets
Liaising with customers and internal departmentsregarding post payment queries, proactively manage and control work levels,using daily reporting to ensure SLAs are met
Deliver professionally constructed andfactual email communications within agreed SLAs.
Being proactive and responsible forclient queries.
Actively take part in telephonetraining & apply appropriate feedback.
Maintain and develop best practice aswell as sharing best practice across the teams.
Ensure comprehensive, accurate andtimely records in SFDC following any action or contact relating to a customer.
Adhere to compliance and regulatoryrequirements
Achieve 95% or above on QA for customercontacts
Build knowledge of the relevant paymentplatform to enable comprehensive response to queries.
What you will need to succeed:
1 years’ experience in a busy team in aclient-facing function
A passion for excellence in customerservice and customer management, along with a proven track record for embeddingthis passion in team culture.
Ability to lead by example and deliverservice excellence to customers
Maintain and exceed targets and meettight deadlines
Able to identify own development areasand training needs
Excellent communication and listeningskills with the ability to network and build internal/external relationships atall levels
Highly driven, with strong desire tosucceed Analytical capacity and innovative problem-solving skills.
High degree of professionalism, with aconfident, assertive style Desire to exceed personal and team targets Teamplayer
Effective time management skills Solidcomputer skills with ability to use MS Outlook, Excel, Word, PowerPoint and theInternet
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 movingmoney 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 ground-breaking idea. We’d love to explore that possibility!
We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or another protected category.