Member Experience Officer

Thunes
Manila
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Can-do attitude","Solutions focus","Self-driven","Proactive","Communication","Customer service","Planning","Analytical thinking","Critical thinking"]

Provide Level 1 technical support for online payment accounts for high-value clients in a 24/7 environment via phone and email. Handle product and application inquiries, diagnose hardware/software failures using established procedures, and coordinate corrective actions to minimize customer downtime. Maintain thorough understanding of customer issues, ensure timely, accurate responses, and escalate high-profile cases to the appropriate teams while keeping customers updated with scheduled callbacks when needed.

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FursaFursa
Thunes
Thunes
1 day ago

Member Experience Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide Level 1 technical support for online payment accounts for high-value clients in a 24/7 environment via phone and email. Handle product and application inquiries, diagnose hardware/software failures using established procedures, and coordinate corrective actions to minimize customer downtime. Maintain thorough understanding of customer issues, ensure timely, accurate responses, and escalate high-profile cases to the appropriate teams while keeping customers updated with scheduled callbacks when needed.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide Level 1 technical support via phone and/or email for online payment accounts in a 24/7 environment.
  • •Assist with product or application-related inquiries.
  • •Diagnose hardware and software failures using established procedures and determine cost-effective corrective actions to minimize customer downtime.
  • •Redirect/escalate issues to appropriate resources for high-profile customer cases and coordinate with internal functions to ensure timely handling of customer requests.
  • •Answer emails and/or phone calls within required time frames and follow up with scheduled callbacks when necessary.

Key Requirements

  • •Graduate from a reputable university with a relevant degree program.
  • •At least 2 years of phone/email experience as a technical support agent in a BPO serving international clients, with IT experience reading logs and understanding statuses.
  • •Experience in a payment solution environment (advantage).
  • •Experience working with CRM tools like Zendesk (preferred).
  • •Strong analytical and critical thinking skills, planning and prioritization under pressure, and strong English communication.
Experience:2+ years
Education:Bachelor's
Skills:Can-do attitudeSolutions focusSelf-drivenProactiveCommunicationCustomer servicePlanningAnalytical thinkingCritical thinking
Languages:English
Tech Stack:Zendesk

Company Brief

Thunes
Provides a global cross-border payments network enabling businesses to send and receive payments across markets via a single integration, serving merchants, fintechs, remitters, and banks with real-time settlement and compliance tools.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn