Customer Service Representative

Customer Service Representative – Global Wave Group

Location: Albany, Auckland / Hybrid Working

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

• Respond to client enquiries via phone, email, and live chat.
• Provide professional and timely support to clients.
• Guide clients through our products, services, and processes.
• Resolve customer issues efficiently while delivering a positive customer experience.
• Escalate complex matters to the appropriate teams when required.
• Maintain accurate records within CRM systems.
• Support complaint resolution and client follow-up.
• Collaborate with internal teams to ensure seamless service delivery.
• Contribute ideas to improve customer satisfaction and operational efficiency.

Essential Requirements

• Previous experience in customer service, client support, hospitality, retail, administration, or a client-facing role is preferred.
• Previous experience in financial services, banking, fintech, forex, trading, or securities markets is advantageous but not essential. Full training will be provided to the right candidate.
• Professional-level English communication skills are essential.
• Ability to explain information clearly and confidently to clients.
• Strong attention to detail and organisational skills.
• Positive attitude and strong problem-solving ability.
• Ability to remain calm and professional in a fast-paced environment.
• Strong sense of ownership, accountability, and teamwork.

Applicants must have the legal right to work in New Zealand.