Customer Service Representative

Customer Service Representative – Global Wave Group

Location: Albany, Auckland / WFH

Reports to: Chief Executive Officer

Role Purpose

The Customer Service Representative will be the first point of contact for our clients, providing timely, accurate, and professional support across multiple channels. This role delivers excellent client experience while maintaining the highest standards of compliance and regulatory awareness.

Key Responsibilities

• Provide support to clients via phone, email, and live chat
• Deliver clear and accurate explanations of financial products
• Manage client expectations during periods of high market volatility
• Escalate complex or sensitive issues appropriately
• Support complaint handling in line with internal procedures
• Ensure all interactions comply with regulations and internal policies
• Identify and appropriately handle vulnerable clients
• Maintain accurate records of client interactions in CRM systems
• Contribute to continuous improvement of customer experience

Essential Requirements

• 3 years' experience in customer service
• Strong communication skills (written and verbal)
• Ability to explain complex information in a simple and clear manner
• High attention to detail and accuracy
• Ability to work under pressure
• Strong problem-solving skills and a proactive mindset
• Customer focus and empathy
• Strong sense of ownership and accountability
• Compliance and risk awareness
• Clear and confident communication
• Adaptability in a fast-paced environment
• Team collaboration