Customer Success Representative - Escrow

• Self-growth enthusiasts. We kickstart our day asking, what can I improve today?
• Trailblazers. If you’re someone who takes charge and strives to have their ideas turn into instant impact, you’re in!
• Data-driven. In making decisions we rely on one question, what does the data say?
• Changemakers. Driven by our mission to bring billions of jobs to people, we’re here to change lives and empower individuals worldwide. 
• Team players. Here at Freelancer, we are a pro sports team. We work together seamlessly, passing the ball of innovation and collaboration to score success as one.

About

Escrow.com, owned and operated by Freelancer Limited, is the world's leading provider of secure online payments, and a fintech industry leader. We have handled over US$3.5 Billion in secured transactions while processing some of the largest domain name transfers - including Gmail.com, Uber.com and Twitter.com.

The impact you’ll make in the team

We are looking for a passionate individual who knows how to provide great customer service. Someone who is excited by the prospect of seeing their clients businesses improve with the help of the world's safest payments platform. In this role, you will:

• Provides exceptional customer service at all times via email, chat, and voice.
• Provide accurate information on customers’ queries
• Flag transaction and alert payments team
• Identify and flag potential fraud issues
• Handles and investigates customer complaints and recommends solutions.
• Follows through on mutually agreed remedy
• Promotes features and benefits of using Escrow.com
• Incorporates changes in work practices in response to changes requested by management
• Adheres to Escrow policies and procedures
• Actively contribute to team meetings, calibrations and training sessions
• Offers suggestions for improvement
• Performs other duties as required including but not limited to sending productivity reports, minutes of the meeting, and post mortem analyses etc

• Ability to express complex ideas simply and concisely.
• Self-starter.
• Detail oriented and process driven.
• Possesses excellent personal and customer service abilities.
• Must be able to work flexible hours including graveyard shifts, shifting/rotation of schedules, weekends, overtime (if required) and some holidays.
• Strong analytical and problem solving skills
• Ability to work in a fast paced dynamic environment

• You will get the opportunity to work with a US Headquartered company that is the world's largest online escrow company, which facilitates and secures large value payments.
• You will be working with high performers across the globe (US, Canada, Argentina,UK & Australia) that will allow you to grow and be mentored from leaders around the world.
• Take on the challenge on a global level, working with a top-ranked website that serves 66 million customers worldwide in 247 countries and territories
• Earn a salary that recognizes your talent and dedication
• Comprehensive and competitive HMO benefits to keep you and your family healthy
• Work hard, take ownership, and watch your career soar in a dynamic and meritocratic workplace
• Enjoy a delicious, free meal every day and the added perk of free snacks and beverages, to help you stay productive and focused throughout the day!
• Experience transparency and open communication at our weekly town halls, featuring Q&A sessions with the CEO
• Get inspired and stay engaged with our company's regular hackathons and engagement activities, where you can put your skills to the test and compete for cash prizes!