Customer Experience Operations Officer

MasterRemit; Philippines; Remote; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Health Insurance (HMO)

Company-provided laptop

Yearly performance-based bonus

Overtime Pay

Paid Public Holidays and Night Shift

Job summary

MasterRemit is seeking a proactive Customer Success professional to join our fast-growing fintech team in the Philippines. This full-time role offers a remote work setup with opportunities to learn payments, compliance, and cross-border finance while delivering outstanding support and shaping customer journeys.

You will respond to inquiries across channels, onboard customers, review transactions, and escalate issues.

Qualifications

• Strong proficiency in spoken and written English, especially in business writing.
• Detail-oriented with strong critical thinking and decision-making skills.

Responsibilities

• Responding to customer inquiries promptly across multiple communication channels within SLA in a 24x7 environment
• Assisting customers with general enquiries and provide accurate information about MasterRemit’s products and services offerings
• Identifying and onboarding new customers by making warm outbound calls to generate sales while aligning with growth plans
• Screening and verifying new customers to comply with onboarding procedures
• Reviewing transactions and identifying suspicious activities; reporting escalations
• Monitoring transactions and liaising with global banking partners to resolve issues
• Maintaining positive ongoing relationships with customers
• Performing outbound calls to rectify issues promptly
• Escalating trends and recurring issues and flagging high-priority items
• Ability to achieve weekly and monthly KPI targets

Skills

English proficiency

Attention to detail

Critical thinking

Decision making

Tools

MS Office

Job description

MasterRemit is a fast-growing global Fintech company that provides a fast, reliable, and low-cost money transfer service for people to send money to their loved ones back home in the most convenient and fastest way possible. We enable this through any device securely from anywhere, at any time, 24/9. We are the best alternative to traditional money transfer companies that require person-to-person service - visiting agency branches, waiting in long lines, and paying high fees.

We are a dynamic and diverse team headquartered in Melbourne and are growing a workplace that supports equal opportunities and a culture that empowers, trusts, and respects its employees.

The Opportunity

We are looking for a proactive and results-oriented superstar to join our Customer Success team on a full-time basis. It is an exciting time to be part of a fast-growing Australian global fintech ecosystem cross-border payment organisation.

This unique opportunity allows you to be part of a global fintech ecosystem cross-border payment provider. You'll be learning a whole lot about payments, compliance, and other fascinating aspects of international finance. We're a company that is experiencing exponential growth, and we want our people to grow and develop with us. You will have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

Your Key Responsibilities

• Responding to customer inquiries promptly across multiple communication channels (email, phone, instant messaging) within the agreed-upon service level agreements (SLA) in a 24x7 environment
• Assisting customers with general enquiries and provide accurate information about MasterRemit’s products and services offerings
• Identifying and onboarding new customers by making warm outbound calls, identifying their needs and opportunities to generate sales in line with company growth plans whilst maintaining business practice.
• Screening and verifying new customers to comply with MasterRemit’s Onboarding Procedures
• Reviewing transactions and identifying suspicious activities. Reporting and escalating suspicious activities to the relevant department
• Monitoring of transactions and liaising with global banking partners to resolve issues that arise keeping the customers informed of the status and providing them with timely updates
• Maintain positive ongoing relationships with customers.
• Performing outbound calls to customers whenever needed to immediately rectify issues identified.
• Escalating trend and recurring of issues identified and proactive in raising the flag for high priority issues
• Ability to achieve weekly, and monthly KPI targets

About You

• You must be located in the Philippines
• Possess a minimum of 2 years of prior customer service experience in a BPO environment. Experience with the fintech industry is an advantage
• Strong proficiency in spoken and written English, especially in business writing
• With a keen focus on detail, strong critical thinking, and effective decision-making skills
• Experience with MS Office programs and general IT skills
• Willing to work on shifting schedule including weekends and public holidays
• Highly motivated with a desire to learn and grow
• Opportunity to join a growing business and have the chance to be part and contribute to the growth and success of a rapidly expanding fintech company
• Enjoy the work-from-home setup that liberates you from the stressful commute and provides ample time to spend with your family
• Have access to opportunities for career growth and advancement within a dynamic and innovative industry
• Join a workplace culture that champions inclusivity, equal opportunities, and fosters a diverse team
• Enjoy a nurturing environment that prioritizes employee empowerment, trust, and respect
• Paid Public Holidays and Night Shift Allowance
• Overtime Pay
• Health Insurance (HMO)
• Yearly Performance-based bonus
• Company-provided laptop

Application Closing Date: 23rd of October 2026