Customer Experience Associate  

• Professionally handle incoming customers' inquiries (via phone, chat & email).
• Performs 50% voice and 50% non voice tasks.
• Thoroughly and efficiently gather required customer information
• Research remittance information and updated status of the transaction.
• Review documents shared by customers to match with Internal information.
• Work closely with Partners and other stakeholders to ensure delivery of remittance submitted.
• Meet and exceed company and individual performance metrics.
• Be a reliable and agile resource for customer service.

Soft Skills

• Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction.
• Excellent multi-tasking ability and research skills.
• Good customer service orientation.
• Ability to set expectations, deliver and mediate information in a positive way.
• Good attention to details and meticulous attitude.
• Good time management skills.
• Critical thinking and decision-processing skills.
• Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.

Technical Skills & ISP Requirements

• Typing speed of at least 35 WPM.
• Effective business writing skills.
• Experience in using multiple web tools is a must.
• Good internet and computer navigation skills.
• Must have a strong and stable internet connection at home.
• With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.

Experience, Education

• Preferably with 1-year customer experience in a financial technology account.
• Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus.
• Multi-channel and omnichannel experience is also an advantage (voice and non-voice experience).
• Completed Senior High School or it’s equivalent (2nd year college).
• College degree preferred but not required.