Business Solution Representative- ROW - Africa

Responsible for providing friendly and efficient service to clients, agents, partners, and anyone contacting Viamericas through phone lines. The Business Solutions Representative – Africa uses various information systems to store data related to phone and chat interactions. The role is also responsible for developing and managing a portfolio of clients (Agents) through outbound calls, building commercial relationships that enable negotiations to increase transaction volume and profitability for Viamericas.

Responsibilities

• Provide excellent customer service and solutions for inbound and outbound calls.
• Respond to phone calls and chat communications following the Company’s quality guidelines.
• Collect information through customer service processes and update contact records according to Company procedures.
• Monitor transactions by contacting customers, agents, beneficiaries, and payers as needed, documenting interactions in Salesforce CRM. Follow up and resolve issues reported by agents and field staff.
• Monitor competitor landscape information and coordinate exchange rate adjustments related to pricing and profitability.
• Communicate effectively and professionally with other departments as needed, following Company processes.
• Complete required documentation for the Legal and Compliance Departments when necessary.
• Maintain and increase transaction volume within the assigned territory.
• Maintain and improve profitability of transactions within the assigned territory.
• Maintain and grow the assigned agency portfolio.
• Work collaboratively as part of a team.

Requirenments

• Understanding of the sales cycle, with the ability to close deals.
• Bilingual in English and Spanish
• Strong follow-up and negotiation skills.
• Excellent verbal and written communication skills with a high level of confidence.
• Creative thinker with strong problem-solving abilities.
• Ability to multitask and manage commercial conflicts.
• Capability to analyze the market and identify potential clients.
• Strong internet research skills.
• Excellent presentation, communication, and interpersonal skills.
• Highly organized, detail-oriented, disciplined, and dedicated.
• Strong follow-up and multitasking abilities.

Working Conditions

• Availability for daily commute to the office.
• Ability to remain focused and calm when dealing with difficult or offensive customers.
• Availability to work overtime when unexpected tasks arise.
• Provide contingency support for the Call Center, handling “red phone” transactions during peak seasons or special situations.