Customer Service Representative fulfilling Administrative duties based in Naucalpan de Juarez, Mexico. This role involves various administrative tasks with a full - time schedule.
About the role
- Analyst/Senior Analyst on the front line ensuring smooth international remittance services. Building long-lasting customer trust in the payments infrastructure.
Responsibilities
- Interact with customers via Chat and Email, handle occasional Outbound Calls when necessary.
- Respond promptly to customer queries and follow up where required.
- Gather and evaluate information to resolve product and service-related issues.
- Provide accurate product and service information, coordinating with internal and external teams to resolve problems.
- Handle complaints by analyzing root causes, providing optimal solutions, and ensuring follow-up until resolution.
- Perform customer verification as required.
- Organize workflow to achieve departmental objectives.
- Share feedback on process efficiency and recommend ideas for improving customer experience.
Requirements
- Bachelor’s degree with min 2-3 years of experience in Chat, Email, or Voice processes within financial services.
- International experience – interacted with customers both in and outside India.
- Strong empathy and a customer-first mindset.
- Ability to prioritize, organize, and execute tasks with minimal supervision.
- Excellent spoken and written English.
- Hands-on experience with MS Office tools.
- Comfortable working in rotational shifts (24x7x365) with 12 flexible leaves annually (no fixed public holidays).
- Behavioral competencies - customer advocate, confident, go-getter, inquisitive, comfortable with technology, team player, flexible and looks for improvements.
- Preferred - working knowledge of Payments and Cards.
Benefits
- We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs.
- We Care for Our Employees: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down.
- We provide a flexible working hybrid working environment (3 days per week in the office).
- We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend.
- We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!
- We Thrive with Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations.
Job title
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