Internal Role: Customer Service Supervisor
Transfermate, Bulgaria
Job Description
TransferMate Global Payments is a Globally Regulated, B2B Payments technology, which greatly improves the international payments process for banks, companies and both our software and strategic partners, such as Wells Fargo, AIB and ING.
Being part of Interpay Bulgaria, The TransferMate global footprint encompasses 30+ offices worldwide with 26 different nationalities. In Bulgaria alone, we have 900+ employees in Varna, Veliko Tarnovo, Sofia and Shumen and we keep growing!
You will be responsible for:
- Assisting customers in relation to any queries they may have
- Working with a clients’ database
- To ensure that all procedures are followed.
- Ensure all customer-specific information is recorded and archived in the relevant files.
- To ensure that all queries, questions and complaints are dealt within a timely and efficient manner.
- To collaborate with the Call Quality team, which regularly provides feedback to customer service to improve the quality and level of calls.
- To ensure that all procedures are followed.
- To work with all teams from the company in order to increase revenue and achieve monthly goals.
- To assist in other areas of TransferMate and other companies within the Group should the need arise.
- Escalation of any issues to the Customer Service Manager/Team Leader in a timely manner.
- To help train new employees and partake in any induction training required.
- Create effective Customer Service policies and procedures and ensure all staff are updated with changes in relation to processes and procedures.
- Work with the Customer Service Manager/Team Leader to create weekly/monthly reports.
- To effectively manage customer relationships.
- Assist with the Customer Service team on live chat, e-mails and phones.
- To help in mentoring new and existing staff.
- Understand customer needs, requirements and provide excellent customer service.
Requirements
The skills that you have:
- Excellent command of English is a must - both written and spoken
- Expert communication skills and interpersonal skills
- Expert multitasking, prioritisation and organizational skills
- Expert attention to details
- Expert ability to help with the training of new colleagues
- Expert knowledge and can apply this competently
- Expert leadership and interpersonal skills
- Expert time management skills
- Comply with AML procedures
Benefits
In addition to a competitive salary, we offer an excellent benefits package, which includes:
- Flexible Working Policy
- 22 Annual Leave Days for all employees plus additional days with length of service
- Lifework days: day each quarter to get your life work done
- Summer flex hours where you can work your 40 hours across 4.5 days
- Additional Health Insurance including dental and vision care
- Team Buildings amp; Parties
- Life Insurance
- Refer a Friend Bonus
- Discounts across various stores, theatres, restaurants
- Employee-led CSR Programme, CluneTech Cares, with one paid Volunteer Day per year
- CluneTech Life corporate wellness program
- Monthly Food Vouchers
- Mobile Plan with Free Calls amp; Internet
- Company Paid Trainings amp; Learning Accounts
- #OneTeam Awards and Annual Employee of the Year Awards
- Milestone Recognition Program
- Free Sports: Football, Tennis, Volleyball
- Multisport Cards
- Employee Assistance Program
- Meeting Free Days a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!
If you are interested in the position and meet the requirements listed above, please submit your CV in English.
When applying for the position, you voluntarily submit your personal data and we will process it for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data if the processing does not meet the requirements of the current legislation or exceeds the stated objectives.