# Member Experience Operations Officer

**Company**: Thunes
**Location**: Manila
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/thunes/jobs/7993934003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9241b6f2-8d4

## Description

Thunes has seen significant growth in recent years, onboarding numerous customers worldwide. As a result, it's crucial to ensure current customers are satisfied and retained. That's where you come in as a Member Experience Operations Officer.

Key responsibilities include:

- Providing Level 1 technical support via phone and email for high-value clients' online payment accounts in a 24/7 environment

- Assisting with product or application-related inquiries

- Offering technical support for operational or maintenance aspects of system equipment, including diagnosing hardware and software failures, identifying corrective actions, and resolving issues to minimize customer downtime

- Redirecting or escalating issues to relevant resources for high-profile customer issues

- Developing and maintaining positive customer relations by coordinating with internal functions to handle customer requests efficiently and promptly

- Following up with customers and making scheduled callbacks as needed

- Ensuring thorough understanding of customer queries and issues

- Responding to emails and phone calls within required time frames in a professional manner with accurate and complete information

- Adhering to agreed processes, meeting required work standards, targets, and objectives

Requirements:

- Relevant degree from a reputable university

- At least 2 years of phone/email experience as a technical support agent in a BPO serving international clients

- IT experience in reading logs and understanding statuses

- Experience in a payment solution environment is advantageous

- Familiarity with CRM tools like Zendesk is preferred

- Ability to work in a team environment

- Solutions-focused approach with high energy and ability to keep up with the company's pace

- Strong analytical and critical thinking skills

- Proven ability to address escalated issues promptly

- Strong planning skills and ability to work under pressure

- Excellent communication skills, fluent in written and spoken English

- Good customer service skills

## Skills

### Required
- technical support
- customer service
- analytical thinking
- problem-solving
- communication

### Nice to have
- payment solutions
- CRM tools like Zendesk
- IT experience

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/thunes/jobs/7993934003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)