Customer Support Specialist - inbound calls

Customer Support Specialist - inbound calls
The Customer Support Specialist serves as the first point of contact for MoneyGram customers and agents, delivering support across phone (mostly), chat, email, and social media channels. This role is responsible for resolving inquiries, processing requests, and ensuring an exceptional customer experience while adhering to company policies, compliance requirements, and quality standards.
What You'll Do

Serve customers and agents across multiple communication channels, including phone (mostly), chat, email, and social media.
Provide accurate information regarding MoneyGram products, services, transactions, and policies.
Resolve customer inquiries and troubleshoot issues while delivering a positive and professional customer experience.
Process transaction-related requests, including amendments, refunds, cancellations, and other customer service activities, in accordance with company procedures and regulatory requirements.
Verify customer information and follow security, fraud prevention, and compliance protocols.
Accurately document customer interactions and actions in designated systems.
Escalate complex or sensitive issues as appropriate.
Apply effective problem-solving, communication, and de-escalation techniques to resolve customer concerns.
Consistently meet established quality, productivity, schedule adherence, and customer satisfaction goals.
Stay current on process, policy, product, and system updates.

What We're Looking For
Education & Experience

High School Diploma or equivalent preferred.
Minimum one year of experience in customer service, contact center operations, retail, hospitality, banking, financial services, or a related field, including managing inbound calls.

Skills & Competencies

Strong customer service orientation with excellent verbal and written communication skills in both English and Indonesian.
Effective decision-making and problem-solving abilities.
Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
Strong attention to detail and technical aptitude.
Ability to manage multiple priorities and customer interactions in a fast-paced environment.
Adaptability to changing processes, procedures, and technologies.
Ability to work independently while contributing positively to a team environment.
Professionalism and composure when handling challenging customer situations.
Native Bahasa speaker or fluent (written and spoken) is required.
Excellent in English would be highly desirable.

Our Values
At MoneyGram, we expect every employee to embody our core values:

Customer Obsession
Act Like an Owner
High-Performance Culture
Growth Mindset
Creating Better Futures