Customer Service Representative

Customer Service Representative – Gl obal 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 deliver s 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.