Flywire is looking for a Customer Success Associate. Flywire customers receive unparalleled individualized attention and service. Customer Success roles at Flywire are not your typical support roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our customers’ problems. As part of this role, you will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Customer Success Associate is a problem-solver, who is excited to be a part of a spirited team. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required. The role offers a strong base to build a career within Flywire.

Key Responsibilities

• Handle customers' questions and concerns by phone, chat, and email with speed and professionalism
• Provide efficient and personalized solutions to Flywire users
• Conduct daily follow-up with previously unresolved customer requests
• Find ways to make our services more convenient for customers
• Be a brand ambassador and make a positive first impression to all customers
• Help us define and implement top notch customer service policies
• Inspired to take initiative in new projects
• Solve complex problems with different software tools
• Have fun while working hard with a goal-oriented team

外企中英双语客服专员（工作地点：上海）

关于我们

您是否有想过在一个充满激情和憧憬的环境中工作，打破现状，突破自我？自2009年以来，Flywire（飞汇）成立并发展成为一家国际付款处理机构，为全球客户创造提供多样的支付解决方案，确保全球付款顺畅。在这里，我们不仅追求在竞争中取胜，还着力于领先市场。加入全球拥有9个分部的我们，您的日常工作将会充满国际性多文化的交流。

Flywire（飞汇）客户助理部门能为我们的客户提供无与伦比的个性化关注和服务。作为异于传统的Flywire客户助理，您将在快节奏、开放和弹性的环境中工作，发挥您优秀的中英文沟通优势以及运用良好的团队内部协调能力去解决客户的各种问题。作为Flywire（飞汇）的第一联系人，您将掌握Flywire（飞汇）的核心知识以及业务能力，并能得到我们全球团队的紧密联系和支持。该工作会为您在Flywire（飞汇）的职业生涯发展奠定坚实的基础。

以多元化和包容性发展成员为核心的我们，您的加入会有助于加速Flywire（飞汇）在全球的快速发展! 您将是Flywire（飞汇）的最大的资产！我们期待您的加入！

职位描述

• 通过电话，聊天和电子邮件快速，专业地处理客户的问题和疑虑
• 为Flywire（飞汇）用户提供高效，个性化的解决方案
• 日常跟进客户请求
• 寻求或建立更有效的方法使我们的服务更专业有效
• 帮助我们定义和实施一流的客户服务策略
• 可主动参与公司新项目，帮助提升产品
• 成为品牌形象大使，给所有客户留下良好的第一印象
• 使用不同的软件工具解决复杂问题
• 在与目标导向的团队一起努力工作并享受乐趣

地址：上海市黄浦区淮海中路627号06-163室   

FlyMate Skills & Qualifications

• Fluency in English and Mandarin (both spoken and written)
• Excellent phone etiquette and the ability to listen, understand, and find a solution to complex customer requests
• The desire to talk to customers on a daily basis
• Strong analytical and computer skills
• Comfortable multi-tasking, ability to perform under pressure
• Ability to work on a flexible schedule (e.g. shift rotations, public holidays) 
• International experience (preferred)
• Familiarity with CRM software (preferred)
   

我们理想的候选人

• 流利的普通话和英语
• 出色的电话接听礼仪，理解客户需求并提供客户复杂要求的解决方案
• 乐于与客户交流
• 强大的分析和计算机技能
• 多任务处理能力，高抗压执行能力
• 能够灵活安排工作（例如轮班，公众假期工作）
• 国际环境工作经验（首选）
• 熟悉CRM软件（首选）

With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.