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Customer Relations Officer

Job Description

Overview of Role

The Customer Relations Officer provides an interface between the Company and our Customers, providing support and assistance via email and other communication channels, whilst at the same time detecting suspicious / fraudulent activity within the system, using the tools provided.



  • Responding to all Client/Merchant/Bank or Police incoming emails from the CRM ticketing system in a professional, polite, informative, thorough and timely way, providing a high level of personalised customer service
  • Maintaining a consistent and positive customer service image when interacting with customers
  • Effectively handling the following tasks while on shift: Bank pay in/pay out approval, verification of KYC documents, approving/rejecting dormant accounts, processing of compliance and fraud monitoring reports, checking of system notifications and approving/rejecting change of user details
  • Identifying fraudulent activity and reporting any suspicious activity to the Customer Relations Manager/Compliance Team
  • Proactively keeping up to date with company activities, products and services to ensure queries are handled in a professional manner
  • Ensuring a high quality/standard of work and service throughout
  • Escalating any issues to department manager as and when appropriate
  • Identifying internal and external system errors and reporting accordingly
  • Pro-actively suggesting ideas to improve usability
  • Creating interest in company services by informing customers of other products / services available which may be of interest to them
  • Working in a supportive way with other departments, with an appreciation of the work they do, to encourage mutual support
  • Participating in team events to promote good team relations
  • Any other duties as may be reasonably required



  • Excellent verbal and written communication skills in English; additional language will be an advantage
  • Proficient use of Microsoft Office applications and good keyboard skills
  • Must be tactful and professional when dealing with customers
  • Ability to apply knowledge and experience to make appropriate and timely decisions under pressure
  • Must enjoy customer contact and query resolution
  • Attentive to detail and focus on high quality communications
  • Well organised, and methodical, with the ability to prioritise and multi task
  • Able to work independently and as part of a team
  • Able to work shifts as required: 1 week 7am to 17.00pm / 1 week 13,00pm to 23,00pm and 1 weekend a month 10,00am to 20,00pm  (1 week 50hours, 2nd week 30 hours (so its 80h in 2 weeks, 3rd week 40 hours; shifts rotates every 3 weeks; working one weekend in 3


Ref: REF N4


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