Customer Experience Operations Officer

Thunes

Manila City, Metro Manila
Permanent
Full-time

2 months ago

Important Note:Please note that the job post you are currently viewing is an evergreen position, which means that we accept applications on an ongoing basis. However, at this time, we are not actively conducting recruitment for this specific role.By submitting your application, you acknowledge that while we welcome your interest, there may not be an immediate hiring process.Your application will be kept on file, and our recruitment team will review it when the need arises or when we initiate the hiring process for this position. We appreciate your understanding and patience and thank you for considering Thunes as your potential employer.About ThunesThunes is a global, fast-growing, and innovative Fintech scale-up that uses technology to disrupt and transform the existing financial system.We have a strong Mission: to create a better global payments network, and a great Purpose: to connect the world to economic opportunities and address systemic inequality when it comes to financial services.We are proud to power payments for the world's fastest-growing businesses and work with some of the amazing global brands - from Gig Economy giants such as Uber and Deliveroo and Southeast Asia's super-app Grab, to global Fintech leaders such as PayPal and Remitly.Our Products help to drastically simplify the Payment integration experience for our customers: with a single, simple connection, businesses and consumers can send payments to - and get paid in - every corner of the world. Instantly.Thunes is headquartered in Singapore with regional offices in London, Barcelona, Paris, Beijing, Shanghai, Miami, Dubai, Nairobi, Manila and Hong Kong!Context Of The RoleThunes has seen incredible growth in the past few years, bringing on many customers around the globe. It is important that we continue bringing on board new customers but just as importantly we need to ensure that our current customers are happy and are being retained. This is where you, the Customer Experience Operations Officer comes in.Key Role Responsibilities

Provide Level 1 technical support via phone and/or email for online payment accounts for our high-value clients in a 24/7 environment.
Assist with product or application related inquiries.
Provide technical support to customers on operational or maintenance aspects of system equipment by:

Diagnosing hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
Helping to identify and initiate corrective action by determining the most cost effective solution
Repair/resolution to minimize customer downtime
Redirect/escalate issues to appropriate resources for high profile customer issues.
Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
Following up and making scheduled callbacks to customers if/as necessary.
Ensure that there is a thorough understanding of customer queries and issues
Answer all emails and/or phone calls within required time frames in a professional manner with accurate and complete information.
Adhere to agreed processes, meeting required work standards, targets and objectives.

What we are looking forQualifications

Graduate from a reputable university with a relevant degree program

Essential Experience & Requirements

At least 2 years' phone/email experience as a technical support agent in a BPO serving international client/s with
IT experience in reading logs and understanding the statuses
Experience within a payment solution environment will be an advantage
Experience working with CRM tools like Zendesk is preferred
Able to work in a team environment
Must possess a can-do, solutions focused approach with a high level of energy and ability to keep abreast of our pace to get things done quickly and at a high standard.
Self-driven and proactive in nature to navigate priorities
Strong analytical and critical thinking skills dealing with highly complex deliverables
Proven ability to able to address escalated issues with speed and urgency
Strong planning skills, the ability to work under pressure and manage priorities
Strong communication skills, fluent in written and spoken English
Good customer service skills.

Sound like you? Apply now!

Thunes

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