JOD  DETAILS

What You’ll Do

• Serve as the primary point of contact for customers (via email and phone), addressing a diverse range of queries and concerns with empathy, precision, and professionalism.
• Communicate product knowledge and updates clearly; help customers navigate complex fintech concepts and Airwallex processes.
• Troubleshoot and resolve customer inquiries end-to-end, escalating complex or technical issues to relevant internal teams as needed.
• Collaborate closely across teams—Compliance, Operations, Commercial, Technical Support—to accelerate issue resolution and ensure a seamless service experience.
• Analyse trends in customer feedback to spot operational or product improvement opportunities. Regularly share insights with team leaders to drive changes and optimise the support experience.
• Enhance self-service tools: review and update help documentation, FAQs, and knowledge bases, making it easier for customers to find solutions independently.
• Participate in ongoing training and knowledge sessions to stay current with product launches, changes, and industry best practices.
• Support management and leadership requests with ad hoc data dives or special projects when needed.

Who You Are

• Passionate about making a meaningful impact and always seeking better ways to deliver results.
• A relentless problem solver with strong analytical skills and an appetite for learning.
• A genuine truth-seeker, confident enough to speak up but humble enough to listen and grow.
• Exceptional communicator (both written and verbal), fluent in English, able to explain complex topics clearly.
• Able to remain composed and empathetic during challenging interactions, turning customer issues into positive experiences.
• Collaborative, thrives in diverse teams, and works effectively across different functions and geographies.
• Adaptable in fast-paced, ever-changing environments.

Qualifications

• Previous experience in customer service or related roles, ideally within retail, fintech, financial services, technology, or high-growth environments.
• Experience with Enterprise/high value clients is a plus.
• Experience with help desk systems and communication tools.
• Knowledge of cross-border payments, foreign exchange, and financial regulations is advantageous.
• Bachelor’s degree or equivalent strongly preferred.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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