Customer Experience Officer, Thunes
Fixed Term Contract
Simplifying international payments
Open for applications
Simplifying international payments
201-500 employees
Open for applications
201-500 employees
Company mission
To connect every corner of the world and make the global economy accessible to all.
Role
Who you are
- Graduate from a reputable university with a relevant degree program
- At least 2 years’ phone/email experience as a technical support agent in a BPO serving international client/s with
- IT experience in reading logs and understanding the statuses
- Experience within a payment solution environment will be an advantage
- Experience working with CRM tools like Zendesk is preferred
- Able to work in a team environment
- Must possess a can-do, solutions focused approach with a high level of energy and ability to keep abreast of our pace to get things done quickly and at a high standard
- Self-driven and proactive in nature to navigate priorities
- Strong analytical and critical thinking skills dealing with highly complex deliverables
- Proven ability to able to address escalated issues with speed and urgency
- Strong planning skills, the ability to work under pressure and manage priorities
- Strong communication skills, fluent in written and spoken English
- Good customer service skills
What the job involves
- Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It is important that we continue bringing on board new customers but just as importantly we need to ensure that our current customers are happy and are being retained
- This is where you, the Member Experience Officer comes in
- Provide Level 1 technical support via phone and/or email for online payment accounts for our high-value clients in a 24/7 environment
- Assist with product or application related inquiries
- Provide technical support to customers on operational or maintenance aspects of system equipment by:
- Diagnosing hardware and software failures by evaluating and analyzing symptoms provided using established procedures
- Helping to identify and initiate corrective action by determining the most cost effective solution
- Repair/resolution to minimize customer downtime
- Redirect/escalate issues to appropriate resources for high profile customer issues
- Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
- Following up and making scheduled callbacks to customers if/as necessary
- Ensure that there is a thorough understanding of customer queries and issues
- Answer all emails and/or phone calls within required time frames in a professional manner with accurate and complete information
- Adhere to agreed processes, meeting required work standards, targets and objectives
Our take
The way we pay has changed considerably in recent years, but sending international payments online can still be time-consuming and overly complex. Thunes solves this problem by making cross-border payments quicker and easier.
Thunes allows businesses to process payments anywhere in the world, improving their revenue. The company has managed to differentiate itself from traditional payment platforms thanks to their flexibility, transparency and low cost. They have also avoided competing with payment giants such as PayPal, who they now number as a customer. Other clients include Uber, Deliveroo and Grab.
In 2023 Thunes opened offices in Beijing after entering the Chinese market in 2021. This coincides with $60 million in Series C funding that is going towards the expansion of Thunes into new markets via cross-border payments which, alongside China, include Latin America and the Middle East. This indicates a strengthened global reach for Thunes.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2025
$150m
SERIES D
Jul 2023
$12m
SERIES C
Total funding: $382m
Company benefits
- Bonuses
- Regular learning opportunities
- Volunteering opportunities
Company HQ
Downtown Core, Singapore
Leadership
Peter de Caluwe
(CEO & Executive Chairman)Previously served as CEO of Ogone and as CEO of Payments at Naspers.
Salary benchmarks
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