Member Experience Officer (1 year fixed term)

Thunes
Manila
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsSkills: ["Can-do approach","Solutions-focused","Analytical thinking","Critical thinking","Planning","Ability to work under pressure","Communication","Customer service","Proactive","Teamwork"]

Provide Level 1 technical support (phone/email) for high-value customers’ online payment accounts in a 24/7 environment. Triage and diagnose hardware/software issues, initiate corrective actions, and minimize downtime while following agreed support processes. Assist with product/application and operational/maintenance inquiries, maintain positive customer relations by coordinating internally, and ensure timely, accurate responses including escalations and scheduled callbacks.

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FursaFursa
Thunes
Thunes
1 day ago

Member Experience Officer (1 year fixed term)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Provide Level 1 technical support (phone/email) for high-value customers’ online payment accounts in a 24/7 environment. Triage and diagnose hardware/software issues, initiate corrective actions, and minimize downtime while following agreed support processes. Assist with product/application and operational/maintenance inquiries, maintain positive customer relations by coordinating internally, and ensure timely, accurate responses including escalations and scheduled callbacks.
Location: Manila
Workplace: Onsite
Employment Type: Full time · 12 months
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Provide Level 1 technical support via phone and/or email for online payment accounts for high-value clients in a 24/7 environment
  • •Assist with product or application related inquiries
  • •Diagnose hardware and software failures using established procedures and identify corrective actions
  • •Repair/resolve issues to minimize customer downtime, including redirecting/escalating issues for high-profile cases
  • •Coordinate internally to ensure customer requests are handled appropriately and follow up with scheduled callbacks as 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 within a payment solution environment is an advantage
  • •Experience working with CRM tools like Zendesk is preferred
  • •Strong communication in English and ability to work in a team, handle escalated issues quickly, and manage priorities under pressure
Experience:2+ yearsBPOInternational clientsIT supportPayment solutions
Skills:Can-do approachSolutions-focusedAnalytical thinkingCritical thinkingPlanningAbility to work under pressureCommunicationCustomer serviceProactiveTeamwork
Languages:English
Tech Stack:ZendeskCRM toolsPhone supportEmail supportLogs

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