Customer Support Analyst
Airwallex
This job is no longer accepting applications
See open jobs at Airwallex.See open jobs similar to "Customer Support Analyst" Innovation Bay.IT, Customer Service
Melbourne, VIC, Australia
Posted 6+ months ago
Airwallex is the leading financial technology platform for modern businesses growing beyond borders. With one of the world’s most powerful payments and banking infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all in one single platform.
Established in 2015 in Melbourne, our purpose is to connect entrepreneurs, business builders, makers and creators with opportunities in every corner of the world. Today, Airwallex has a global footprint across Asia-Pacific, Europe, and North America.
As a Customer Service Analyst at Airwallex, you will play a crucial role in ensuring exceptional customer experiences by providing timely and effective support to our clients. You will be the first point of contact for inquiries, issues, and concerns, and will work closely with cross-functional teams to resolve problems and improve overall customer satisfaction. This role requires strong communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced, dynamic environment.
Responsibilities:
- Serve as the primary point of contact for customers, addressing inquiries, issues, and concerns via various communication channels including email and voice
- Provide accurate and relevant information to customers regarding Airwallex products, services, and processes.
- Troubleshoot and resolve customer inquiries efficiently, escalating complex issues to appropriate internal teams when necessary.
- Ensure timely follow-up and resolution of customer cases, maintaining detailed records of interactions and resolutions
- Collaborate with internal departments such as Compliance, Operations, Commercial and Technical Support to ensure seamless issue resolution and service delivery
- Identify trends and patterns in customer inquiries and feedback, providing insights to improve processes, product offerings, and customer satisfaction.
- Assist in creating and updating support documentation, FAQs, and knowledge base articles to enhance self-service options for customers.
- Participate in training sessions and stay up-to-date with product knowledge, industry trends, and best practices in customer service.
We are looking for someone who:
- wants to make a meaningful impact through their work
- never settles with status quo and always looking for better solutions
- has incredibly strong problem solving skills
- is a genuine truth-seeker, able to speak up while maintaining humility
Qualifications:
- Previous experience in customer service or related roles, preferably in a retail, fintech, financial services, or technology environment.
- Previous experience working with high value/ Enterprise clients (not essential however, highly favoured)
- Excellent communication skills, both written and verbal, with a strong command of English.
- Customer-centric mindset with a genuine desire to help and assist customers.
- Ability to remain composed and empathetic while addressing challenging customer situations.
- Strong problem-solving skills and attention to detail.
- Proficiency in using help desk systems and various communication tools.
- Flexibility to adapt to changing processes and priorities in a fast-paced environment.
- Familiarity with cross-border payments, foreign exchange, and financial regulations is a plus.
Life at Airwallex:
💸We commit to industry-leading salaries and rewards
💲We share our business success through every employee receiving equity
💻 Two epic working spaces in the heart of Melbourne and Sydney
💳 Your own Airwallex Virtual Card, with $1000 per year to spend on physical, lifestyle, health, or charitable donations
🥗On-site snacks, think fully stocked fridges, beers, ice-creams
🧘Access to our mental wellness platform to provide personalised, private support, including coaching and EAP sessions
🎂 Enjoy a paid day off on your birthday to celebrate YOU
👪Generous parental leave, baby bonding leave, and pregnancy loss leaves
💵Paid community and volunteer leave
💸Generous Employee Referral Program rewards for referring top talent
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.
This job is no longer accepting applications
See open jobs at Airwallex.See open jobs similar to "Customer Support Analyst" Innovation Bay.