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Customer Experience Operations Officer

2 months ago

Manila, National Capital Region, Philippines Thunes Full time

About Thunes

Thunes 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, Hong Kong and San Francisco

Context Of The Role

Thunes 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 solutionRepair/resolution to minimize customer downtimeRedirect/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 mannerFollowing up and making scheduled callbacks to customers if/as necessary.Ensure that there is a thorough understanding of customer queries and issuesAnswer 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 for

Qualifications

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 advantageExperience working with CRM tools like Zendesk is preferredAble to work in a team environmentMust 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 prioritiesStrong analytical and critical thinking skills dealing with highly complex deliverablesProven ability to able to address escalated issues with speed and urgencyStrong planning skills, the ability to work under pressure and manage prioritiesStrong communication skills, fluent in written and spoken EnglishGood customer service skills.