Customer Service Executive – Foreign Language

  • Post Date: September 23, 2022
  • Isle of Man
Job Description

Role Description:
The Customer Service Executive is to provide customer support proactively and reactively to ensure the continued and smooth operation of the business, by guiding customers and troubleshooting the use of the app, features and services as well as monitoring for potential fraud and run proper customer verification processes.

Role Responsibilities:
– Review, investigate, and answer tickets to assist customers in the use of the app, features, and services
– Run proper screening and verification of identity proactively and reactively
– Review transactions, identify patterns, assess risk and take appropriate action
– Process withdrawals, transfers and complete any pending transactions after proper review
– Handling system and transaction alerts per company’s guidelines and current instructions
– Handling chargebacks, returns (and the respective investigation and disputes) as well as any reversed transactions
– Identify and report any suspicious activity, potential money laundering, or terrorist funding activities per company policies to our MLRO
– Liaise with third party providers, suppliers, merchants, or payment processors on behalf of our customers and the business
– Assist with internal translations and content updates as needed
– Ad-hoc projects or tasks within operations or for teams as assigned by the manager.

Skills & Experience Required:
– Knowledge and experience in online payments and fraud prevention
– Knowledge and experience with global document verification, KYC and AML/CFT procedures
– Content management experience (template and policy/procedure creation, editing and translation)
– Fluent in English and Japanese / Italian / French / Greek
– At least 2 years of customer service experience
– Proven experience with the use of Microsoft Office products
– Excellent computer skills & great typing skills