Customer Service Representative. Los Angeles, California

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SUMMARY The Customer Service Representative will be primarily responsible for processing and releasing transactions, attending to inquiries from Agents and Customers and ensuring that customer complaints are addressed and resolved. The Customer Service Representative will be expected to project a professional company image through phone interaction services as per the Company’s standard to ensure that the First Global Money Inc. service maintain its world class and leading edge.   DUTIES AND RESPONSIBILITIES:
  • Answer calls and respond to emails.
  • Provide quality service and support to our Customers and Agents.
  • Handle customer inquiries both telephonically and by email.
  • Identify and escalate priority issues.
  • Route calls to appropriate resource.
  • Follow up customer calls where necessary.
  • Document all call information according to standard operating procedures.
  • Complete call logs.
  • Recognize, document and alert the supervisor of trends in customer calls.
  • Attending, following up and resolving customer complaints, questions and requests.
  • Promote and market First Global Money Inc. via inbound and outbound calls.
  • Practicing and ensuring compliance with all of the Company’s policies and procedures.
  • Processing transactions for English and Spanish-speaking agents and customers – both Red Phone and Web.
  • Ensure comments are inserted/logged in all transactions.
  • Review and release all pending transactions – Red Phone and Web.
  • Call/Follow up with Guyana Operations Center for pending receipts.
  • Ask the Exchange rate daily to our Agencies.
  • Process Cancellations when required following operating procedures.
  • Process Modifications when required following operating procedures.
  • Renaming and saving incoming fax files.
  • Follow up with Payers by email and/or phone on the status of the modifications, cancel or modify the transaction on the Payer’s system, create a new transaction in cases where required within the specified time frame.
  • Sent by fax the Agent report when is required.
  • Review and check the Confirmation numbers of each payer must be the appropriate to each one.
  • Ensure that all transactions are available on each payer system.
  • Ensure that all pending transactions are released at the end of the day.
  • Ensure that there are no duplicate transactions in the system.
  • Ensure that Payers are provided with all Compliance documents.
  • Ensure that the Operations Center is kept tidy at all times and trash is properly disposed of.
  • Ensure that all computers are powered off before leaving at the end of the day.
  • Ensure that the Operations Center/Building is adequately secured and locked.
  • Provide feedback on the efficiency of the customer service process and system.
  • Any other duties assigned.
  This information is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.   HOW TO APPLY: If you are interested and qualified, please attach your cover letter and resume with the subject line as Customer Service Representative for consideration to We thank all applicants for applying for this position, unfortunately only those selected will be directly contacted by our Human Resources department.

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