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**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 and Hong Kong
**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 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
- 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
- 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.
