Customer Support Executive at Remitly

Malaysia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Bachelor Degree
1-2 years of experience in a customer support position
Excellent communication and presentation skills
Experience in handling customer complaints, troubleshooting and resolution
Fluent in Microsoft Word, Outlook, Excel & PowerPoint
CRM experience an advantage
Good communication, well-organized, self-motivated, independent
Customer oriented with good problem-solving skills
Focus on customer satisfaction and driven by results
Willing to meet and support customers on-site where required
Willing to continuously learn new products, processes and systems
Capable of adapting to constantly evolving technology and support landscapes
Ability to work independently but also a strong team player
Have patience and the ability to mitigate customer concerns
Capable of working under pressure due to workload and unexpected technical issues
Strong stakeholder management skills to work with different internal teams
Ability to self-manage time and queues and multi-task
Develop strong relationships with customers
Willing to learn through structured training as well as independently

Responsibilities

Providing customer support across multiple channels including chat, phone and email
Handling account queries, technical and training product support
Connecting customers to other LN staff
Handling and resolving customer queries in line with key metrics
Ensuring enquiries are handled effectively and meeting quality expectations
Closely working with Sales, Operations and other key internal stakeholders
Assisting & supporting with projects to drive & improve global goals for CS metrics

Skills

Customer Support

Chat Support

Phone Support

Email Support

Troubleshooting

CRM

Microsoft Word

Microsoft Outlook

Microsoft Excel

Microsoft PowerPoint

Stakeholder Management

Problem Solving

Multitasking

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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