## Senior Analyst, Customer Support at Airwallex: Kuala Lumpur Are you passionate about providing exceptional customer support and helping businesses thrive in the global market? Do you have a knack for solving problems and a desire to work in a fast-paced, innovative environment? If so, Airwallex is looking for a Senior Analyst, Customer Support to join our growing team in Kuala Lumpur! **Role Overview** As a Senior Analyst, Customer Support, you will be the primary point of contact for our SME customers, addressing their questions, concerns, and issues through various channels, including hotline, live chat, and email. You will collaborate with back-office teams to investigate transactions, process collections, and ensure the smooth operation of online payments. Your role is crucial in providing timely and effective solutions, contributing to customer satisfaction and loyalty. **A Day in the Life** Here’s a glimpse into what your day might look like: * **Customer Interaction:** Start your day by responding to customer inquiries received through various channels. This could involve troubleshooting transaction issues, providing account information, or guiding customers on using our platform effectively. * **Collaboration:** Work closely with back-office teams to investigate complex issues, such as payment discrepancies or fraudulent activities. Communicate clearly and concisely to ensure efficient resolution. * **Problem Solving:** Analyze customer issues to identify root causes and implement effective solutions. This requires a deep understanding of our products and services, as well as the ability to think critically and creatively. * **Documentation:** Maintain accurate records of customer interactions and resolutions in our CRM system. This helps track trends, identify areas for improvement, and ensure consistent service quality. * **Continuous Learning:** Stay up-to-date on industry trends, business practices, and product updates. This enables you to provide informed and accurate information to customers. * **Process Improvement:** Identify opportunities to streamline processes and enhance the customer experience. Share your insights and suggestions with the team to drive continuous improvement. **Why Kuala Lumpur?** Kuala Lumpur is a vibrant and dynamic city that offers a unique blend of culture, technology, and business opportunities. It is a strategic hub for Airwallex, providing access to a diverse talent pool and a thriving ecosystem for innovation. Working in Kuala Lumpur allows you to be at the forefront of our expansion in Southeast Asia, contributing to our mission of empowering businesses to operate globally. **Career Path** Airwallex is committed to providing opportunities for growth and development. As a Senior Analyst, Customer Support, you can advance your career in several directions: * **Team Lead:** Lead a team of Customer Support Analysts, providing guidance, training, and mentorship. * **Subject Matter Expert:** Become a specialist in a particular area of customer support, such as payments, compliance, or technical support. * **Customer Success Manager:** Build and maintain relationships with key customers, ensuring their success with our platform. * **Product Specialist:** Work with the product team to provide customer feedback and insights, helping to shape the future of our products. **Salary & Benefits** Airwallex offers a competitive salary and benefits package, commensurate with experience and qualifications. The estimated salary range for this position in Kuala Lumpur is $48,000 - $72,000 USD per year. (This is an estimated range and the actual salary may vary). In addition to a competitive salary, we offer: * Comprehensive health insurance coverage. * Paid time off. * Employee stock options. * Professional development opportunities. * Flexible work arrangements. * Company-sponsored events and team-building activities. **Airwallex Culture** At Airwallex, we value innovation, collaboration, and a customer-centric approach. We are a team of passionate and driven individuals who are committed to building the future of global finance. We foster a culture of continuous learning, where everyone is encouraged to grow and develop their skills. We believe in empowering our employees to take ownership of their work and make a real impact. **How to Apply** If you are ready to join a dynamic team and contribute to our mission of empowering global businesses, we encourage you to apply! Please submit your resume and cover letter through our online application portal. We look forward to hearing from you! **Frequently Asked Questions (FAQ)** 1. **What are the key responsibilities of a Senior Analyst, Customer Support?** * The Senior Analyst, Customer Support is responsible for addressing and resolving merchant questions, concerns, and issues through hotline, live chat, and email. They also coordinate with back-office teams for transaction investigations, collections processing, and online payment checks. 2. **What qualifications are required for this role?** * A Bachelor’s degree or above is required, along with excellent written and verbal communication skills in English and Mandarin. Experience in a payment-related company, financial services, or banking is preferred. 3. **What skills are essential for success in this role?** * Key skills include customer support, problem-solving, communication, coordination, and a strong learning agility. Familiarity with financial services and payment processing is also important. 4. **What is the career path for a Senior Analyst, Customer Support at Airwallex?** * Opportunities for career advancement include Team Lead, Subject Matter Expert, Customer Success Manager, and Product Specialist. 5. **What is the company culture like at Airwallex?** * Airwallex fosters a culture of innovation, collaboration, and a customer-centric approach. We are a team of passionate and driven individuals committed to building the future of global finance. 6. **What type of training and development opportunities are available?** * Airwallex provides professional development opportunities, including training, conferences, and certifications, to help employees grow and develop their skills. 7. **What benefits does Airwallex offer?** * Airwallex offers a comprehensive benefits package, including health insurance, paid time off, employee stock options, and flexible work arrangements. 8. **Is this role remote or in-office?** * This role is based in our Kuala Lumpur office. While flexible work arrangements may be available, the role requires a presence in the office. 9. **What is the interview process like?** * The interview process typically involves a phone screening, followed by one or more interviews with hiring managers and team members. You may also be asked to complete a skills assessment. 10. **What is the dress code at Airwallex?** * Airwallex has a casual dress code. We encourage employees to dress comfortably and professionally. We hope this information is helpful. We look forward to receiving your application!