Customer Experience Operations Officer at Thunes

• 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 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.

Qualifications
What we are looking for

• 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.