Customer Support Representative at Remitly

Iloilo City, Western Visayas, Philippines

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
Self-motivated with positive attitude
Ability to follow strict guidelines and standard operating procedures (a MUST)
Ability to work quickly in a fast-paced environment; work well as a team member and work well independently
Excellent written and verbal communication
Excellent customer service skills
Excellent in multi-tasking
Bachelor’s degree in a customer service field or equivalent experience
At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
Willing to work on business unit holidays and/or render overtime when necessary
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
Must not have any Attendance and Punctuality issues in the past 12 months

Responsibilities

Provide multi-skill/function type of support through various communication methods (phone, email and chat) to different customer types using LN Pacific/UK products, including account management, payment and invoice requests/queries, marketing and sales queries, other print products related requests/queries, and market insights inquiries
Document the conversation between CSR and the customer accurately (customer data, summary of the query, and resolution provided) through iKnow, Salesforce and/or CSCM
Ensure customers are provided with the requested information
Ensure all customers’ claims and queries are satisfactorily investigated and resolved
Initiate the escalation process for unresolved customer problems
Communicate any sales lead or sales issues identified through day-to-day contact with customers to appropriate business contacts
Work within standard operating procedures and/or analytical methods
Work with a moderate degree of supervision
Apply analytical and technical skills to perform a variety of activities
Recognize and solve routine problems that can occur in own work area with or without supervisory approval; evaluate and select solutions from established operating procedures
Use communication skills and common courtesy to exchange information

Skills

Key technologies and capabilities for this role

Customer SupportPhone SupportEmail SupportChat SupportSalesforceAccount ManagementPayment ProcessingInvoice ManagementDocumentationEscalation ProceduresAnalytical Skills

Questions & Answers

Common questions about this position

What experience is required for the Customer Support Representative role?

At least 1 year of customer service experience in a contact center environment is required, with 2 years preferred. A Bachelor’s degree in a customer service field or equivalent experience is also needed.

What key skills are needed for this position?

Candidates need excellent written and verbal communication, excellent customer service skills, multi-tasking ability, analytical skills, and the ability to follow strict guidelines and SOPs.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Customer Support Representative position?

Strong candidates are self-motivated with a positive attitude, able to work quickly in a fast-paced environment both independently and as a team member, willing to work holidays or overtime, and have no recent disciplinary actions, PIPs, or attendance issues.

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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