Customer Care Executive (Cebu, Philippines)

About Zepz

Zepz is the group powering two leading global remittance brands: WorldRemit and Sendwave. Since 2010, we have been disrupting an industry previously dominated by offline legacy players with our relentless focus on reducing the cost of remittances and increasing safety and convenience for our users. 

Every day, our people work to unlock the prosperity of cross-border communities through finance and technology - driven by our vision of a world that celebrates migrants’ impact on prosperity, at home and abroad.

In 2023, our brands helped cross-border communities send over $15bn from 50 countries to recipients in 130 countries. We operate over 2800 money transfer corridors worldwide and employ over 1,000 people globally. Zepz is a remote-first employer, with team members located across six continents

Come join us!

Zepz.io

Our Commitments:

1. We act like owners - We are relentlessly delivering for our users and spending money thoughtfully. 
2. We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts. 
3. We have a bias to action - We get to first outcomes quickly, iterate and learn. 
4. We strive to be better - We may make mistakes, but always learn from them.
5. We are inclusive - to better reflect and serve our users.

About the role:

To many companies, Customer Care means ‘phone agents’.  At Zepz, you are so much more! Our Customer Care team is the heart of our business and they play a key part in creating the best experience for our customers when they contact us. 

You'll get to experience working across many different channels, from email, live chat, and telephony to social media. Our in-house Training team will work closely with you to ensure you're equipped with everything you need to deliver exceptional service through the quality, speed, and efficiency of your responses.

We're 24/7, multichannel and truly global.

This is a backfill for internal moves/opportunities.***

What you will own:

Reporting to the Team Manager - Customer Care, you will:

• Manage queries on transactions via phone, chat, and digital case. You’ll be the first point of contact for our customers.
• Screen and verify customer’s identification.
• Review transactions and identify suspicious activities. Report and escalate suspicious activities to the relevant department.
• Research unusual or questionable transactions with the relevant department.
• Monitor and release transactions.
• Advise customers on the products WorldRemit offers.
• May be required to work in one or multiple channels depending on the business need. 

What you bring to the table: 

• Bachelor's degree or at least high school education if accompanied by call center/contact center experience.
• At least 6 months experience in the contact center handling voice and chat channels
• Flexibility to work onsite and on a shifting schedule 
• Fluent in written and spoken English
• Confidence in working towards targets in what can sometimes be a high-pressured environment
• Tech savvy – proficient in Microsoft Office, general IT skills, and data capture experience.
• A team player that can adapt to a fast-paced and changing environment.
• Highly disciplined, self-motivated, and service delivery-focused. Always willing to go that extra mile
• The ability to communicate with people from across the globe is key as our customer base is exactly that
• The patience of a saint - there are times when customers will be unhappy, unfortunately. You'll be relied on to resolve their issues whilst keeping calm and focused and maintaining a fantastic customer experience
• We're 24/7, 365 so you'll need to be flexible and able to work on a shift rotation basis. There are several shift options with staggered start times available. This will be shared during the recruitment process

What you’ll get from us 

Please note that the benefits below will apply to permanent roles.  

We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. specifically:

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance! 
• Private Medical Cover: ​​You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.              
• Retirement: We offer pension schemes to help you plan for and secure your future. 
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible. 

We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!  

Why choose Zepz? 

• Our team of over 1,000  employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
• We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
• We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
• At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose -  to continue to provide the best service to our users.

Ready to Apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive. 

So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.