Client Experience Senior Associate (part-time)

The Opportunity :

We, at Flywire, are seeking a part-time Client Experience Senior Associate to fortify our coverage for the Japanese market. In this role, you will provide payment and refund support to our clients across Japan and the APAC region. This support will be delivered through 1 : 1 inbound inquiries through phone, email, and chat with a focus on root cause analysis and client education.

Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, Payment Operations, and Payment Experience. Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payer’s) usage of Flywire products.

• Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Address complex 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 client trends - be the voice of the client within Flywire escalating insight to the senior members. Anticipate potential customer challenges and proactively suggest solutions.
• 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.
• Support in training new team members or cross team training as needed.
• 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.

Here’s What We’re Looking For :

General

Communication

Knowledge and Application

Problem Solving

Data Analytics

Actively contributes detailed insights to stakeholders regarding customer feedback, recurring issues, and emerging trends.

Projects

Technologies We Use :