Customer Experience Officer

About the role

The Customer Experience Officer will ensure a seamless, efficient, and customer‑centric experience across all touchpoints of ACE Money Transfer’s remittance journey. You will act as the voice of the customer, handling inquiries, resolving issues and supporting service quality improvements.

Key responsibilities

• Serve as the first point of contact for customers via phone, email and chat.
• Handle inquiries about transactions, account setup, service processes and problem resolution.
• Monitor the end‑to‑end customer journey, identify pain points and recommend improvements.
• Ensure compliance with KYC, AML and data‑protection regulations while addressing requests.
• Escalate unresolved issues to relevant departments and follow up until closure.
• Maintain accurate records of interactions and feedback in the CRM system.

Required profile

• Bachelor’s degree in Business Administration, Finance, Commerce or related field.
• 0–3 years of experience in customer service or customer experience, preferably in fintech, banking or remittance.
• Strong verbal and written communication skills in English.
• Ability to work effectively in a fast‑paced environment and handle stress.

Required skills

• Proficiency in MS Office.
• Experience using CRM systems.