Customer Service Administrator (German)

Dublin, Ireland Full Time

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As a developing member of CurrencyFair’s Customer Experience team, the Customer Experience Administrator is responsible for delighting and empowering the customer (both business and consumer); through ensuring customer needs are identified and addressed in a timely, accurate and engaging manner. This role requires the ability to effectively balance productivity and quality through working a variety of customer cases.


Responsibilities

  • Deliver consistent and responsive customer experience throughout the customer lifecycle, adapting to customer needs as they evolve
  • Own all customer experience cases, ensuring queries/issues are addressed and resolved promptly, professionally and in a customer-delighting manner (initially via email), in accordance with CurrencyFair’s policies and procedures
  • Ensure all individual daily KPIs are consistently met and exceeded to deliver superior levels of customer support, involving the completion of regular productivity/quality reviews with the customer experience team leader and make a contributution to ensure the overall team metrics are met
  • Effectively complete customer onboarding and CDD activity, including: `
    • PEP and Sanctions screening checks on customers and related parties
    • Reviewing and verifying customer and related entity information
    • Raising of suspicious transactions/activities to MLRO, when necessary
  • Develop and maintain subject matter expertise in Customer Experience to meet the needs of a dynamic and fast-growing business through continuous skills, knowledge and process improvement and active participation in team training
  • Build and maintain professional working relationships with customers and key stakeholders
  • Work as a team player, accepting additions/changes to aspects of the role as the function evolves in alignment with company strategy and consistently model behaviours aligned with CurrencyFair’s vision and values



The ideal candidate will have:

  • A demonstrable track record in delivering superior customer service
  • Superior communication skills in both German and English, both verbal and written
  • Exceptional customer service ethic
  • Highly proactive and self-starting attitude, whilst also thriving in a team environment
  • High level of accuracy and attention to detail, with well-developed skills in understanding and addressing customer needs
  • Ability to work in a fast paced, customer focused environment
  • Flexibility to work a variety of shift patterns (7am to 10.30pm) including weekend and bank holiday work

Apply for position now