Customer Service Representative - Bilingual (English & Mandarin/Cantonese)

OzForex

Sydney City, New South Wales, AU
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/06/2021
  • Website: ofx.com
  • Company Address:

About OzForex

OFX Group Ltd is a low-cost international multicurrency payments provider via its online platform and network of global bank accounts. The company's two products are international payment services and international payment solutions. Its International payment services are monitored by geographic region and provide bank to bank currency transfers servicing businesses and consumers. International payment solutions are monitored globally and provide strategic partners with a package which includes: OFX IT platform; client service; compliance; banking relationships; and payment capabilities.

Job Description

OFX is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. We welcome conversations around flexible working arrangements for this role. Please indicate in the application questions what working arrangements would be your preference.

 

G’Day. Nice to meet you. We’re OFX, a global provider of online, international payment services for our personal, business and partner customers. Founded 20 years ago and headquartered in Sydney, OFX has grown to become a truly global company. We’re now trusted by customers all around the world and have grown to over 350 employees with offices in Sydney, London, San Francisco, Toronto, Auckland, Singapore and Hong Kong. We are a publicly-listed company, listed on the Australian Stock Exchange (ASX: ‘OFX’)

 

Currently we have vacancies within our friendly & energetic team for a Customer Service Representative (Client Associate – Consumer) focusing on our overseas Hong Kong and Chinese clients. This is a fantastic opportunity to play an integral role in delivering unparalleled customer service to our clients, whilst maintaining our award-winning reputation for ease of transaction and friendly service. This role will suit an individual who loves to build client relations and deliver exceptional customer service.

 

Hear from some of our team on how they inspire customer confidence in our ‘OFX At Your Service’ video: https://goo.gl/RDwGi5

 

What you'll be doing:

  • Be the first point of contact on all issues relating to the international payment process for our overseas Hong Kong and Chinese Clients.
  • You will be allocated tasks across inbound, outbound and email activities, acting as a brand ambassador utilising your first class call handling and communication skills.
  • Manage high call and email volumes, and deliver outcomes within specific timeframes.
  • Play a pivotal role in welcoming new customers to OFX, verifying customers in accordance with regulatory compliance requirements and advising on our range of transfer services.
  • Respond to client queries across all facets of the payment process including tracking funds and coordinating responses with Operations and Settlements.

 

What you'll bring:

  • A passion for customer service and customer satisfaction
  • Bilingual capability in English and Mandarin or Cantonese (both is a plus)
  • Ability to be flexible in a rotating roster, within a fast paced environment
  • Previous customer service, call centre, telemarketing or face-to-face experience within a high volume environment
  • Proven experience in delivering outstanding customer satisfaction. Committed to exceeding key performance indicators
  • Strong computer skills (MS Office) and the ability to adapt to different IT systems
  • Strong communication skills; both verbal and written
  • Master of multitasking; ability to manage several systems and tasks simultaneously with high attention to detail
  • Team orientated with the ability to work collaboratively
  • University graduate/accreditation is advantageous, however not essential

 

What it's like working at OFX:

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

 

We operate as one team, cross-functionally and globally to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

 

Global markets move fast and so do we. We work across borders and time zones, which helps make the world feel a little smaller. From San Francisco, Toronto to London, Dublin, Sydney, Auckland, Hong Kong & Singapore, there’s always a colleague to help.

 

  • We promote an environment of reward and recognition, OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of channels and awards.
  • Giving back, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, that OFXers can use together or individually.
  • Always keep learning. Drive your own learning with LinkedIn learning, which all OFXers have access to. We offer a variety of other learning programs and host an annual Open Day to encourage cross functional and soft skill learning.
  • We take pride in having a work/life balance and flexibility; we encourage employees to work productively and efficiently. Our OFXers enjoy Birthday leave to celebrate their birthday however they choose.
  • Our Good Vibes employee-led committees organise events to keep our employees engaged inside and outside the office. Whether it’s participating in our weekly yoga class (now also online), office happy hours, end of year celebrations. Our team wants you to feel welcome!
  • We have some great perks. On-site barista, fresh fruit, showers with towel service.

 

Additional information

You must have full working rights in Australia to be considered for this position.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.