AGENT SUPPORT OFFICER

When you work at SmallWorld Financial Services, you help millions of people to support friends and family.
If you’re looking for a company with global presence and a rewarding purpose, look no further.
Put simply, we believe that the more people we can help transfer money to overseas family, friends and businesses, the smaller we make the world for our customers.
Borders shouldn’t mean barriers.
SmallWorld is one of the largest money transfer companies in the world.
We have a network of over pick-up locations, a global team of over people who are responsible for over 15 million worldwide transactions each year.
The best part? Our employees are as diverse as our customer base.
By joining Small World, you will have the tools to learn, grow and develop in a multicultural environment.
Passionate about working for a global company that celebrates and encourages differences? Looking to empower people and make a difference? Then join us.
Let’s make this big world into SmallWorld.
Job Purpose.
To work as part of the Customer service team, given support to other departments and dealing with correspondents, customers and colleagues.
General Responsibilities.
● Act as the central point for all enquiries about Small World money transfers issues, providing guidance, correspondent information and problems resolving as appropriate; including.
Agents, Call Centre, PI’s and SW Branches.
● Professionally handle incoming requests and ensure that issues are resolved both promptly and thoroughly.
● Ensuring that SW and Correspondents SLA are accurate and fulfilled.
● Follow up issues reported until they are resolved.
● Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate customer/agents/team where applicable to prevent the need for future contacts.
● Liaise with all Departments and Correspondents to have a smooth Internal and External Communication.
● Ensure that the Correspondents and Customer’s Information is maintained confidential at all times.
● Responsible for the maintenance of respectful and professional communication with all Departments and Correspondents.
● Provide quality service and support in a variety of areas.
● Maintain a balance between company policy and customer benefit in decision making.
Handles issues in the best interest of both customer and company.
● Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Skills and Experience Required.
● Good standard of education.
● Knowledge of the Money Transfer Industry.
● Years of experience in customer service or help desk capacity required.
● Computer literate - able to use MS Word and Excel.
● Clear communication skills – able to interact with and be sensitive to a broad range of cultures and socio- economic backgrounds.
Be able to build rapport and trust with all departments and Correspondents.
● Strong and professional customer focus.
● Must be able to follow guidelines and procedures to the letter and know when to refer/escalate issues upwards.
● Demonstrates high levels of energy, self-motivated and enthusiastic.
● Fluent in written and spoken English.
● Ability to commit to and demonstrate the Corporate Values.
Respect, Courage, Passion, Integrity and Teamwork.
● Highly developed sense of integrity and commitment to customer satisfaction.
● Demonstrated passion for excellence with respect to treating and caring for customers.
● Ability to communicate clearly and professionally, both verbally and in writing.
● Has "thick skin" and able to handle complaints with unpleasant customers.
● Has a pleasant, patient and friendly attitude.
● Strong decision making and analytical abilities.
● Strong detail orientation and communication/listening skills.
● Willingness to work a flexible schedule and occasional overtime when needed.
● Possess a strong work ethic and team player mentality.
● Attention to details.
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