주요업무내용
[회사소개]
Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments. We’ve scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world. Today we support more than 5,300 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.
[담당업무]
As part of this role, you will be the first person customers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions.
- Develop a thorough understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
- Handle customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire.
- Carry out proactive payer outreach, as needed, to support the completion of a booking or the resolution of an issue.
- Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
- Conduct daily follow-up with previously unresolved requests.
- Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.
- Stay updated on new product features, updates, and company policies to provide accurate and current information to customers.
- Be inspired to take initiative in new projects that contribute to the greater success of the business.
- Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
- Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
- Have fun while working hard with a goal-oriented team.