Customer Service Representative

2 weeks ago

Edinburgh, United Kingdom Currency Exchange Corporation Ltd Full time

As one of the UK’s largest independent foreign exchange providers, Currency Exchange Corporation (CEC), part of the Fexco Group, is a leading provider of complete FX services. Since it was established in 1996, CEC has been driven by a spirit of innovation and focus on customer experience in the provision of travel money.

We are looking for a Customer Service Representative to join our team. You will be the main liaison between our company and current and potential customers. Effectively address customer inquiries and complaints in a timely manner. Supporting the team in providing high-quality customer service to our network of RFX stores and agents.

We're looking for 2 individuals, one permanent and one up to 12-month fixed term contract. This role is based in the Edinburgh office. The positions are 40 hours per week and a flexible approach is required to working hours, as will include weekends on a rota basis.

**Main Responsibilities**
- Managing inbound & outbound calls in a timely manner.
- Support RFX store network with 1st line support.
- Updating CRM or similar tools with details of store and customer enquiries.
- Appropriate resolution or escalation of complaints and complex queries to senior team members/line management.
- Additional duties as required to support the wider team.

**Qualifications and Experience required**:

- Managing inbound & outbound calls in a timely manner.
- Support RFX store network with 1st line support.
- Updating CRM or similar tools with details of store and customer enquiries.
- Appropriate resolution or escalation of complaints and complex queries to senior team members/line management.
- Additional duties as required to support the wider team.

**Competencies required**:

- Excellent communication and interpersonal skills with the ability to build relationships.
- Strong numeracy and administrative skills with excellent attention to detail.
- A can-do attitude with the ability to work autonomously and take ownership.
- Must be flexible, reliable and a team player.

Upon successful completion of the probation period and training, there may be an opportunity to work a hybrid model.

**Job Types**: Full-time, Permanent, Fixed term contract

**Salary**: £22,936.00 per year

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Edinburgh: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

Reference ID: CSR - Edin 2

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