About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

About the team

The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimising workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company’s growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex’s mission to empower businesses globally.

What you’ll do

As a Customer Service Analyst at Airwallex, you will play a crucial role in ensuring exceptional customer experiences by providing timely and effective support to our clients. You will be the first point of contact for inquiries, issues, and concerns, and will work closely with cross-functional teams to resolve problems and improve overall customer satisfaction. This role requires strong communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced, dynamic environment.

This role is based in Kuala Lumpur, Malaysia.

Responsibilities:

• Serve as the primary point of contact for customers, addressing inquiries, issues, and concerns via various communication channels including email and voice

• Provide accurate and relevant information to customers regarding Airwallex products, services, and processes.

• Troubleshoot and resolve customer inquiries efficiently, escalating complex issues to appropriate internal teams when necessary.

• Ensure timely follow-up and resolution of customer cases, maintaining detailed records of interactions and resolutions

• Collaborate with internal departments such as Compliance, Operations, Commercial and Technical Support to ensure seamless issue resolution and service delivery

• Identify trends and patterns in customer inquiries and feedback, providing insights to improve processes, product offerings, and customer satisfaction.

• Assist in creating and updating support documentation, FAQs, and knowledge base articles to enhance self-service options for customers.

• Participate in training sessions and stay up-to-date with product knowledge, industry trends, and best practices in customer service

Who you are

We’re looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• Previous experience in customer service or related roles, preferably in a retail, fintech, financial services, or technology environment.

• Previous experience working with high value/ Enterprise clients (not essential however, highly favoured)

• Excellent communication skills, both written and verbal, with a strong command of English.

• Customer-centric mindset with a genuine desire to help and assist customers.

• Ability to remain composed and empathetic while addressing challenging customer situations.

• Strong problem-solving skills and attention to detail.

• Proficiency in using help desk systems and various communication tools.

• Flexibility to adapt to changing processes and priorities in a fast-paced environment.

• Familiarity with cross-border payments, foreign exchange, and financial regulations is a plus.

Preferred qualifications:

• wants to make a meaningful impact through their work

• never settles with status quo and always looking for better solutions

• has incredibly strong problem solving skills

• is a genuine truth-seeker, able to speak up while maintaining humility

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters.  Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).  Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.