Customer Service Specialist (B to B) with Spanish

Description

This position is based in Mumbai, Maharashtra. It's hybrid model of work, which means you will have to combine working in the office and working from home

Who we are:

MoneyGram is a customer-centric, digital-first, cross-border money movement network. Through our strong culture of fintech innovation, we're transforming the way consumers and businesses send and receive money in nearly every country around the world.

Thanks to our cutting-edge platform and strategic partnerships with some of the world's leading brands, we are helping our millions of customers globally do more with their money through a comprehensive suite of digital and in-person products and services.

This is all made possible by our dedicated and diverse team of professionals around the world. If you're ready for a career journey filled with exciting opportunities, come aboard and let's drive the future of payments together at MoneyGram!

The Numbers:

• We serve over 50 million people every year in over 200 countries and territories
• We're a global team of over 2,000 from 36 countries around the world
• We process over $200 billion annually with digital transactions now making up about 50% of our money transfer business
  • We're known for our strong culture globally, demonstrated by:
  • "Top Workplaces USA" award winner (three consecutive years in a row!)
  • One of the "Best Places to Work" in the Middle East
  • Winner of many regional awards, such as "Friendly Workplace in Poland" and "Top Workplace in DFW" by The Dallas Morning News

What you will contribute:

The Customer Service Representative B2B (internally known as Business Partner Support Specialist) manages relationships with, and provides servicing support to MGI's Business Partners, acts as the first point of contact for partner inquiries, and builds and maintains a positive image of the Company. The Business Partner Support Specialist ensures timely communications and resolution to Partners' inquiries, issues, and concerns. When necessary, the Specialist liaises with the appropriate department for resolution. The position supports the entire partner life cycle from on-boarding, day-to-day activities, and potentially through the termination process.

For this position we require Spanish speaking skills.

What you'll do:

• Interfaces with the MGI partners as first point of contact and resolution owner in order to resolve partners' inbound requests through all offered channels: phone, chat, email, etc.
• Acts as a single point of contact for agents during the troubleshooting process which may include but not limited to assistance with accounting, technical support, reporting, agent profile changes, transactability issues and trainings.
• Initiates outbound contact to partners when needed to understand any discrepancies, deliver and/or collect any required information.
• Follows up on issues until complete resolution; determines root cause of issues, identifies possible solutions, and agrees with the partner on a defined course of correction.
• Answers a variety of inquiries in regard to the use of a number of MoneyGram's Point of sales applications by identifying procedures and following them to resolve issues.
• Assists Partners with making changes to the operation of the POS. This includes but is not limited to product configurations, software upgrades, setting changes.
• Partners with sales team to understand the agent's needs, perspective, and challenges in order to ensure MGI competitiveness from a B2B Customer Service point of view.
• Liaises with different MGI departments as necessary to solve agents' issues and ensure satisfaction.
• Assists with various projects and performs other duties as assigned.

What we're looking for:

Education

• High School Diploma/GED or equivalent outside of US.

Experience

• 1-2 years' experience preferred in account relationship management or customer service.

Essential Skills

• Strong customer service orientation.
• Ability to assess issues and provide direct initial advice or escalate to the appropriate contact.
• Ability to manage time appropriately, work efficiently and independently within a team-oriented environment.
• Strong verbal and written communication skills with the ability to explain procedures and processes to internal or external customers as well as team members effectively.
• Ability to address issues with diplomacy and tact.
• Solid detail orientation and problem-solving skills.
• Solid knowledge of MS office applications (Word, Excel, etc.).
• Ability to work on several systems/programs simultaneously.
• Ability to work under stress and time pressure.
• Knowledge of Oracle and Salesforce (preferred)
• Fluent in English both spoken and written.

Why you will love working here:

Your future is in your hands.

When you start a career at MoneyGram, you join a talented and motivated team that builds the success of a trusted, global provider of innovative money transfer and payment services.

Here are some reasons it is so easy to love your career with us!

• Comprehensive Health Insurance - Full coverage for you and your family, including dental and vision care. Stay healthy and worry-free!
• Life and Accident Insurance - Peace of mind with coverage that protects you and your loved ones.
• Community Service Days - Make a difference! Enjoy paid days off to volunteer and give back to your community.
• Tuition Reimbursement - Invest in your future with our tuition reimbursement program. We support your educational and career growth.
• Transfer Fee Reimbursement - Corporate products and services at discounted prices. We've got you covered.
• Employee Assistance Program - Access to confidential counseling and support services for personal and professional well-being.
• Employee Referral Program - Help us grow our team! Earn rewards for referring talented friends and colleagues.
• Remote work flexibility - Enjoy the freedom of working remotely with flexible scheduling options.