Senior Customer Service Advisor

TransferMate– a subsidiary of CluneTech – was established in 2010 when we began working with regulators around the world to secure licenses to operate as a global payment’s provider. With a global payments network covering 200+ countries and territories, TransferMate have established partnerships with some of the largest banks, fintechs and software providers in the world. The combination of our regulated network, award winning technology and strategic partnerships culminated in 2022 when the business achieved Unicorn status.

Our team is dedicated to delivering the best possible experience for our partners and their customers. We know that a happy team is one that performs at the highest level and our #OneTeam ethos encourages mutual support, respect, recognition, and rewards. In Ireland, we have been recognised as a Great Place to Work for 9 consecutive years, with 35 offices worldwide, we do business across 100+ countries on a daily basis.

Working hours - 7am to 4.30pm PHT

Key Responsibilities:

• Respond to customer queries and concerns related to payments.
• Act as the escalation point for complex payment-related queries and issues.
• Monitor daily operations to ensure service level agreements (SLAs), key performance indicators (KPIs), and compliance targets are consistently met.
• Investigate and resolve payment discrepancies, escalate complex issues where appropriate.
• Educate customers on payment processes, timelines, and available payment options.
• Record customer interactions accurately and maintain up-to-date case notes in the CRM system.
• Collaborate with other departments (e.g., Payments, Fraud, Risk) to resolve issues efficiently.
• Identify opportunities to improve customer experience and contribute feedback for service improvement.
• Ensure compliance with financial regulations and internal policies related to payments and customer data

• Previous experience in a senior customer service role.
• Excellent verbal and written communication skills with a calm, professional manner.
• Strong problem-solving skills and attention to detail.
• Detail-oriented with strong organizational and documentation skills.
• Comfortable using customer service tools (e.g., Zendesk, Salesforce, Freshdesk) and CRM systems.

• Ability to thrive in a fast-paced, regulated environment.
• Tech-savvy and comfortable using customer service platforms (e.g., Zendesk, Salesforce, Freshdesk) and CRM tools.

Preferred Experience

• Experience in a customer service team leader or supervisory role, ideally within a payments or financial services environment.
• Basic technical knowledge of payment gateways or transaction systems.
• Previous experience in a contact centre role.

• Competitive annual leave and additional days per length of service
• Remote working and flexible working hours
• Maternity and paternity leave
• Compassionate leave

TransferMate is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We are committed to building and maintaining a culture which is free from discrimination and harassment and where all employees can bring their best selves to work.