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