Member Experience Officer

About Thunes

Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally. Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit: https://www.thunes.com/

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 Member Experience 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 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 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.