Job Description
The Customer Service team at Currencyfair are a world class team in supporting our customers, with their day-to-day customer service requests such as password resets, payment investigations and other general queries related to their accounts with us and their payments.

We work round the clock and are dedicated to providing our team and our Currencyfair customers with a superb experience. Our Customer Service Specialists strive to solve customers’ issues with an empathetic and friendly approach, either by phone or email. The Currencyfair experience means that success is achieved when the customer feels that their query or issue has been answered, resolved or rectified fully before their case is closed. This is directly linked to your own performance and success metrics.


As part of the team you will have the opportunity to work in a growing, global environment that recognises and rewards our people for delivering a world class customer experience that is positive, personal and memorable.


THIS ROLE IS IRELAND BASED REMOTE
THE HOURS FOR THIS ROLE COVER BETWEEN 10PM AND 7AM, MONDAY – FRIDAY WITH SOME WEEKEND WORK


Roles Responsibilities

• You will be the first point of contact for our Currencyfair customers with the responsibility for delivering a positive customer experience.
  
• You will own, document, and resolve customer issues including tracking why customers have contacted us and how we have resolved their issues.
  
• You will be focussed on supporting the customer and the business through delivering a value add experience for the customer, owning and resolving all issues with urgency.
  
• Process Improvement – contributing your observations and ideas for always improving the customer experience is welcomed and encouraged.
  

The Skills You Will Bring

• You have a strong focus on customer experience and the urgency in which it should be delivered.
  
• You respect your team members, building relationships across geographies and cultures with ease.
  
• You are an ambitious, hard-working, determined, positive, helpful person that wants to grow your career.
  
• You have customer relationship-building skills and enjoy talking to people.
  
• You are curious and willing to learn, using your own initiative to solve challenges.
  
• You are comfortable using technology systems to accurately and efficiently update customer records and adhere to automated workflows.
  
• Flexibility to work a variety of shift patterns from 10pm-7-am, including weekend and public holiday work
  

Subject matter knowledge and experience

• Native level English with superior communication skills, both verbal and written
  
• Experience in Customer Service within financial services/banking essential
  
• A demonstrable track record in customer service, preferably in a financial services environment
  
• Knowledge and understanding of KYC/AML/CTF/CDD rules/regulations as they apply to financial services, with particular focus on customer onboarding
  
• Proven track record in managing payments queries, preferably in a financial services environment.
  
• Exceptional customer service ethic
  

Skills and characteristics

• Target driven with strong appreciation of daily targets
  

• Highly proactive and self-starting, whilst also thriving in a team environment
  
• Ability to multitask in a fast paced, customer focused environment
  
• High level of accuracy and attention to detail, with well-developed skills in understanding and addressing customer needs
  
• Confident navigating different systems / technology
  

The organisation is committed to diversity and inclusion. By providing equal opportunities we foster a work environment which embraces diversity and gets the best out of the broadest spectrum of people to sustain business performance and competitive advantage. We build an inclusive culture by demonstrating respect for each other’s unique strengths and perspectives to enable every employee to develop a sense of belonging and have the opportunity to maximise their potential.