CUSTOMER EXPERIENCE CENTER AGENT

CUSTOMER EXPERIENCE CENTER AGENT (KKTC):

Act as a frontline interface with partners and customers of Ofinans Services worldwide. Role involves

responding to customers over the phone and online channels and resolving their inquiries. The main

purpose is to facilitate and provide a Ofinans global customer service standard.

Qualifications

 Preferable experience within a contact centre or customer service environment for 2

years

 Ability to work in a fast-paced team environment

 Strong verbal communication skills.

 High problem solving skills.

 Proficiency in using MS Office and CRM applications is a plus.

 High emotional intelligence and soft skills with the ability to manage high-profile

partners and customers

 Proficient in both verbal and written English

 CryptoCurrency, BlockChain and Financial Services knowledge is a plus

Responsibilities

 Respond efficiently and effectively to partner & customer queries through all available

omni-channels (phone, chat, incidents, etc…)

 Own and manage customer engagement and interaction ensuring all agreed quality

attributes are met and exceeded.

 Ensure service level agreements are met and maintained through accuracy in handling

required task and through communicating positively with all involved parties (2nd Line,

3rd Line, etc…) in order to facilitate timely issue resolution

 Follow agreed processes / procedures to raise and resolve partners & customer queries

as well as propose potential process improvements where applicable