- Process creation and analysis—regular meetings with affected stakeholders, requirements gathering; creation of new cross-functional processes and such specific to the team; preparation of new product/process-related documentation to facilitate the daily job of the team; continuous challenge and improvement of existing processes to increase efficiency and performance.- Root cause analysis—analysis of reasons behind increased volumes of customer contacts and communication with the product team to ensure traffic reduction via product improvements; process optimization to reduce cost per process.- Weekly updates related to any product/process changes—audience includes customer facing departments, Senior Management, CEO.- Maintaining the departmental space in the Internal Knowledge Base system.

- Handling escalations of customer inquiries- Resolution of complex customer questions requiring additional access- Coaching junior customer service representatives

- Maintaining relationships with existing and potential VIP customers- Collecting and reporting feedback from clients to assist with continuous improvement- Work closely with the Marketing department to execute affective promotional campaigns

Communication via phone/email with customers. Answering queries related to the product and services of Skrill (Moneybookers).

Organization of the import process — communication with foreign partners, preparation and classification of orders and all related documentation; organization and coordination of transportation.

Survey examination; outbound calls (call-backs); assisting in the development of showcards; CATI, PAPI interviewing; face to face surveys.