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Customer Experience Specialist (French/German)


Company: Currencyfair

Type: full-time

Location: Dublin

Salary: Up to 30k


Customer Experience Specialist (French/German)

Role purpose

As a member of CurrencyFair’s Customer Experience team, the Customer Experience Specialist is responsible for delighting and empowering the customer (both business and consumer); delivering end-to-end lifecycle support 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 in different customer queues. This is a full-time position involving shift-work across the opening hours of our Customer Experience desk (which is open from 7am to 10pm).

Duties & responsibilities

       Deliver consistent and responsive customer experience throughout the customer lifecycle from pre=onboarding, onboarding and beyond, 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 (via email and/or phone), in accordance with CurrencyFair’s policies and procedures, whilst ensuring comprehensive records of such interactions are maintained within the strategic CRM platform (Salesforce)

       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 contribution to ensure the overall team metrics are met

       Effectively manage 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 all aspects of the customer journey to meet the needs of a dynamic and fast-growing business through continuous skills, knowledge and process improvement and active participation in team training

       Provide input into ongoing maintenance of Customer Experience policies, procedures and processes when required

       Build and maintain professional working relationships with customers and key stakeholders both internal (i.e.

other Operations functions, Product, Risk & Compliance, and Technology) and external to CurrencyFair

       Work as a team player, accepting additions/changes to aspects of the role as the function evolves in alignment with company strategy

       Consistently model behaviours aligned with CurrencyFair’s vision and values

Qualifications & experience

  • A demonstrable track record in superior customer service and customer onboarding, preferably in a financial services environment, whilst meeting daily targets
  • Applicants MUST have fluent French OR German 
  • Superior communication skills, both verbal and written
  • Exceptional customer service ethic
  • Highly proactive and self-starting, whilst also thriving in a team environment
  • Flexibility to work a variety of shift patterns up to 10pm, including weekend and bank holiday work
  • 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

Salary

€27-32k DOE plus benefits


Category: Customer-service

Experience required: 2 years

Education Level : Leaving Certificate


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Application questionaire

Do you have strong customer service experience?


Yes
No

Do you speak fluent French or German?


Yes
No

Do you have any experience working in the Financial Services industry?


Yes
No