Agent Support Representative

Job Description

Ria’s mission is to be the most progressive money transfer company in the world by offering service excellence and the most competitive and reliable remittance payment services to our customers.

This position will provide a positive and key experience to ensure Agent satisfaction. The employee must, at all times, handle calls with the required level of service, providing polite and professional attention, offering exceptional service by answering questions, managing complaints, and resolving issues related to the products and services offered by RIA.

Our standard is to provide the highest level of service to our agents through our inbound call center.

As an Agent Support Representative, you will report directly to the department Supervisor and will be responsible for handling incoming phone calls, reviewing, creating, and responding to tickets, emails, among other tasks.

Responsibilities

• Receive calls, tickets, and emails, providing a positive service experience to the Agent.
• Respond to Agents' questions, inquiries, and concerns via phone, email, and other channels in a professional manner.
• Manage phone calls effectively, including but not limited to putting on hold, transferring to other departments promptly, or disconnecting calls without the Agent's consent.
• If it is necessary to transfer the user to another department, this process must be done immediately and in a timely manner.
• Assist Agents with various inquiries, questions about our products, as well as the location of RIA Agents, help with their exchange rates, and balance reports.
• Stay updated on the products and services provided by RIA.
• Identify problems, areas of opportunity, and complaints during Agents' inquiries and propose solutions.
• Meet quality control requirements as well as other key performance indicators.
• Ensure the proper execution, implementation, and improvement of all relevant operational procedures and instructions, as well as the correct compliance with various regulations
• Since one of the functions is to handle a significant number of calls with the required level of service, a control and record of the calls answered will be maintained. If it is observed that the number of calls handled is below the average compared to other employees in the same position, an investigation and corresponding disciplinary action will be taken.
• In the event of non-compliance with any of the established duties and obligations, it will be sufficient cause to terminate the employment relationship with no liability to the company.
  
  

Qualifications

• Bachelor's Degree in any course.
• Excellent written and verbal communication skills.Spanish Language is an advantage , but not required.
• Preferably 1 to 2 years of experience in customer service, in contact center (call center) environments.
• Experience in problem-solving; handling and persuading difficult customers; decision-making quality; demonstrating responsibility in job-related activities and personal behavior; action-oriented and results-driven; customer-focused.
• Key characteristics for the role include a positive attitude, team player, and excellent phone manners and etiquette.
• Ability to multitask, pay attention to detail, and thrive in a fast-paced and dynamic environment.
• Flexibility to work extended hours or weekends.
• Proficiency in using and handling computer equipment and various software programs related to the job.