CareerFinders, on behalf of our client, an established and expanding Electronic Money Institution, licensed by the Central Bank of Cyprus, we are seeking to recruit a Customer Support Representative (Shift-Patterns) to join their growing team based in Nicosia. The successful applicant will be responsible for handling client enquiries in a prompt and highly professional manner, via Phone, Email & Live Chat. You will ideally possess some previous experience in a relevant client service role and will need to be fluent in verbal and written English. Any knowledge of German, Spanish, Italian and/or Dutch will be considered an advantage. This role requires you to work to rotational shift patterns (07:00 – 16:00, 09:00 – 18:00 & 15:00 – 00:00).

Key Duties/Responsibilities:

• Deal directly with client’s enquiries through phone, email and live chat.
• Respond promptly to customer enquiries, handling and resolving them accordingly.
• Feeding back all suggestions for improvement and market research to senior staff.
• Record and maintain customer information in company’s systems.
• Daily customer data entry and maintenance.
• Customer onboarding and KYC documentation review.
• Fraud monitoring.
• Work closely with other departments to help deliver exceptional customer experiences.
• Produce regular reporting, including analyses of statistical data on query trends, peak times etc. and to record data based on customer pain points.
• Identify churn risks and additional revenue opportunities.
• Work on shift basis, covering weekdays, weekends, and public holidays.

Key Skills/Experience:

• Previous Client Service/Support and experience working with different systems will be considered as an advantage.
• Fluent verbal and written English.
• Knowledge of any other languages will be considered as an advantage (German, Spanish, Italian, Dutch).
• Computer literate.
• Ability to work shifts in order to cover shift rotation.
• Exceptional communication and organizational skills.
• Attention to details and procedures.
• Ability to multitask, prioritize and manage time effectively.
• Positive and collaborative team player.
• Knowledge of payments and financial industry will be considered as an advantage.
• Desire to work with newly introduced features and ability to adapt to changes and new processes.

Key Benefits:

• Competitive base salary based on skills and experience.
• Private health insurance plan participation.
• Performance related bonus.

To apply for this vacancy, please send your CV, along with any covering letter to jobs@careerfinders.com.cyquoting the reference number CAR6923. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.