Customer Service Executive

  • WorldRemit
  • Cebu, Philippines
  • Feb 07, 2019
Full time Customer Service

Job Description

Customer Service Executive - with a Twist!

WorldRemit - if the media's to be believed, we're the FinTech start up taking the world by storm - scooping-up awards and more than $140m in funding.  Ok... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents.

To many companies, Customer Service means ‘phone agents’.  At WorldRemit, you are so much more.  Our CS team is responsible for a range of crucial functions that make our business tick and keep our customers happy.  That includes transaction monitoring - reviewing, approving and sometimes rejecting the ore than 300,000 monthly transfers that pass through our service every month.  You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. Because our people build up such a broad range of skills, many of our CS Execs have moved on to other parts of the business, including Compliance, Risk, Fraud Analysis, and Tech. Of course, if you can’t get enough of speaking to and helping people - you can move up within the Customer Service team, as a CS Team Leader or Manager.

Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen.

WorldRemit has grown at an average 50% year on year and is now processing over 1 million transactions per month. The Company currently employees more than 600 employees with offices in UK, Poland, Australia, New Zealand, Philippines, USA, Canada and other locations.

If this has stoked your interest, then read on a little more to find out just what you will be doing in this role.

  • Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers, so an attentive manner is a must.  A smile on your face will go a long way too :-)
  • Screening and verifying customer’s identification.
  • Reviewing transactions and identifying suspicious activities. Reporting and escalating suspicious activities to the relevant department.
  • Research unusual or questionable transactions with the relevant department.
  • Monitor and release transactions.
  • Advising customers on the products WorldRemit offers.

So, what do we want from you?

  • Bachelor’s Degree is essential. 
  • Relevant customer service experience.
  • Fluent written and spoken English.
  • Genuinely care and want to help and love talking to people.
  • Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas.
  • Be a team player that can adapt to a fast-paced and changing environment.
  • Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile.
  • The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide.
  • The patience of a saint :-) there are times when customers will be unhappy unfortunately.  You will be relied on to resolve their issues and keeping calm throughout, giving a fantastic customer experience.

You will need to be flexible and able to work as part of a shift rotation basis (24/7 – 365 days). There are several shift options with staggered start times available.  

What’s in it for you?

  • Competitive compensation package
  • Free snacks and coffee everyday!
  • A fun & friendly work environment with lots of games including team competitions, themed events, board games, pool table, and much more!
  • Opportunity to leave your mark on something special
  • An amazing group of people to work with, grow with and socialise with as we continue to do something amazing for our customers!