Customer Support/Ops Coordinator I at Remitly

Iloilo City, Western Visayas, Philippines

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Bachelor’s degree holder or at least completed 2 years in college with no back subjects
Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner
Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions
Escalate unresolved issues to the appropriate internal teams
Stay up to date with product knowledge and company policies
Will handle the Elsevier account – assists with logins, profile corrections, editing documents
Assist with refunds for subscriptions, renewals
Technical concerns – login, passwords, basic troubleshooting skills

Responsibilities

Documentation of conversations between CSR I and the customer using the RightNow tool
Develop and maintain positive working relationships with internal and external contacts to promote customer satisfaction and maximize performance
Ensure customers are provided with requested information including production description, services options, availability, and ordering procedures
Provide technical expertise for electronic products and solutions across multiple channels
Resolve basic technical problems and refer more complex problems to 2nd line support/product specialists
Provide general helpdesk support including resetting passwords, creating remote ID’s and update IP address, usage reporting and assisting with searches
Manage and maintain systems used to issue login credentials, user changes and user requirements for a variety of online lookup tools
Investigate and resolve customers’ claims and queries – including missing content, incomplete issues, and/or pages
Collaborate with relevant departments within the company to meet company objectives and resolve customers’ issues
Coordinate with second line support and product team for matters requiring escalation prior to providing a reply to customer’s enquiries and requests
Communicate any sales lead or sales issues identified through day to day contact with customers to appropriate business contacts
Follow up with customers, provide feedback, and see problems through to resolution
Recommend work flow modifications or improvement as deemed necessary to improve processes
Provide feedback to product managers/team or others for product development ideas

Skills

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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