Description
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
SUPERVISION
Reports to and works under supervision of the Customer Care supervisor Japan and the administrative direction of the Head of Care for APAC.
Summary
The Customer Care Representative is responsible for handling customer inquiries across multiple channels, resolving issues efficiently, and ensuring customer satisfaction. The role requires strong product knowledge, adherence to privacy and internal policies, accurate record-keeping, and collaboration with internal and external stakeholders. A focus on performance, continuous improvement, and safety is essential.
Essential Duties
- Resolve product or service issues by actively listening to customer concerns, identifying root causes, delivering appropriate solutions, and ensuring timely resolution or escalation when required.
- Stay up to date with relevant product, policy, and system updates to maintain strong knowledge and provide accurate support.
- Manage customer care queries across assigned channels, including chat, phone, email/tickets, and selected social media platforms.
- Consistently meet or exceed key performance indicators (KPIs) for the assigned channel.
- Maintain accurate and up-to-date customer records by updating relevant information in internal systems.
- Understand and adhere to privacy laws and company procedures, ensuring all customer data is handled in accordance with legislation.
- Identify and report trends, customer feedback, or service gaps, and recommend improvements to enhance customer experience.
- Support department goals by contributing to team initiatives and collaborating effectively with colleagues.
- Build and maintain strong relationships with all stakeholders, including customers, agents, correspondents, and internal staff.
- Complete assigned tasks and shift responsibilities in a timely and efficient manner.
- Comply with all internal policies, procedures, and operational guidelines.
- Report any incidents, hazards, or injuries promptly (within the same shift) to the appropriate personnel.
- Participate in all required Work Health and Safety (WHS) training and emergency evacuation drills.
Other
- Other duties, special projects, and special reporting as assigned without extra remuneration
Required Experience / Qualifications
- Natural ability to relate to customers and employees
- Multinational experience essential
- Fluent English, Japanese speakers are encouraged to apply.
- Self-Motivated and ability to work/travel independently
- At least 3 years in Customer service roles.
- Experience using Zendesk is highly desirable.
Perks & Benefits
- Employee Stock Purchase Plan
- Paid Vacation / Sick Leave
- Growth Opportunities
- Corporate gatherings, team bonding events, and much more!
Ria Money Transfer offers a competitive salary and benefits package, actual compensation is based upon factors such as the candidate's skills, qualifications, and experience.Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Check out our website to learn more about the company at: http://www.riamoneytransfer.com/
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements. 
