Junior Customer Care Executive (Cebu, Philippines)

Junior Customer Care Executive (Cebu, Philippines) 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.
Our brands helped cross-border communities send over $15bn from 50 countries to recipients in 130 countries in 2022. We operate over 5,000 money transfer corridors worldwide and employ over 1,000 people globally. Zepz is a remote-first employer, with team members located across six continents.
Our vision is to create a world that celebrates migrants' impact on prosperity, at home and abroad. Our purpose is to unlock the prosperity of cross-border communities through finance and technology.
We act like owners - We are relentlessly delivering for our users and spending money thoughtfully. We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts. We have a bias to action - We get to first outcomes quickly, iterate and learn. We strive to be better - We may make mistakes, but always learn from them. 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.
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 working towards t+argets 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 we offer you: Please note that the benefits below will apply to Full-time roles. We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. If you're not in one of those regions, don't worry - the Talent team can let you know what is available for you specifically:
Unlimited Annual Leave: Most Zepz team members are eligible for unlimited annual leave. Colleagues in customer-facing roles, receive a competitive holiday allowance and four recharge days a year. 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 many locations, we have workspaces, which you can use as you desire. Most roles in the Philippines are predominately office-based, with this we offer free meals for those 100% on-site.
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. Are you authorised to live and work in Cebu, Philippines? *


What is your highest educational attainment? *


How many years of experience do you have in Customer Service? *


Do you have experience in voice support? If so, how many months/years? *


Do you have experience in chat support? If so, how many months/years? *


Are you amenable to working onsite at Tech Tower, Cebu City? *


Are you amenable to working on shifting schedules, weekends, and holidays? *


What is your desired monthly salary in PHP? *


Are you currently employed? If yes, how long is the notice period required from your current employer? *


Do you currently or have you previously worked for Zepz or its affiliate products - WorldRemit or Sendwave? *


If yes, what was the period? *


If yes, which department/ function? *


If yes, which location? *


Zepz Inclusion: Voluntary Demographics Zepz mission serves a global audience. In order to better service our customers, we want to create a workforce that represents and understands our users.
We are committed to creating an inclusive and fair environment for our colleagues, partners and customers. In order to do that, we need to capture a few things about the talent we attract.
During the application process, we will ensure that all applicants are treated fairly regardless of age, disability, ethnicity, marital status, sexual orientation, religion or belief.
We also commit to making any reasonable adjustments you might need.
This information is confidential and used solely for monitoring purposes and does not form part of the recruitment and selection process. Through monitoring our applications we can continue to make better, more informed decisions about how we approach recruitment and promotion of our roles.
Thank you for helping us with this valuable work. We believe in creating an inclusive workforce, and you are helping us to monitor our ongoing commitment to treating everyone fairly. What is your ethnic identity? (Select one) *
American Indian
Arab
Asian: South Asian
Asian: Southeast Asian
Asian: East Asian
Black: African
Black: African American
Black: Caribbean
Black: European of African Origin
Black: Latin American/South American
Hispanic/Latinx: North American
Hispanic/Latinx: Central America
Hispanic/Latinx: South America
Hispanic/Latinx: Caribbean
Magreb/North African
Mediterranean
Middle Eastern
Multiracial
Pacific Islander
White European
White: North American
White: Latin American/South American
White: Other
Other
I don't wish to answer
What is your preferred gender identity? (Select one) *
Agender
Female
Male
Non-binary
Prefer to self-describe
I don't wish to answer
Zepz does not discriminate on the basis of sexual orientation, gender identity or expression. What is your sexual orientation? *
Asexual
Bisexual
Gay
Heterosexual or Straight
Lesbian
Pansexual
Queer
Transgender
Prefer to self-describe
I don't wish to answer
Do you consider yourself to have a disability?
I have a visible disability
I have an invisible disability
I have both an invisible and visible disability
I do not have a disability
What location will you be based if you were to work at Zepz? (Select one)
Please indicate in the box below
What is your legal Gender? (Select one) *
Female
Male
I don't wish to answer
What is your preferred pronoun? (Select one) *
He/ Him
She/Her
They/Them
Other
I don't wish to answer

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