Senior Customer Service Executive (Philippines & Indonesia Region)

Vell is a fast-growing fintech company building modern, secure and compliant digital payment and remittance infrastructure for global users and business partners. We focus on delivering reliable, transparent and customer-centric financial services through technology-driven platforms and API-based solutions, while meeting the highest standards of operational, regulatory and data protection requirements. At Vell, customer experience is a core part of our product quality, risk control and long-term growth strategy.

Key Responsibilities

- Handle customer enquiries and issues from global customers across multiple channels, including email, live chat and voice.

- Liaise closely with internal and external stakeholders (for example, product managers and marketing teams) to manage customer complaints and feedback relating to websites, products, platforms and services.

- Maintain a strong and up-to-date understanding of the company’s services in order to communicate information accurately and effectively to customers.

- Build and maintain strong working relationships with company partners and external stakeholders.

- Escalate unresolved or complex cases to Level 2 support or Supervisors, in accordance with operational procedures and guidance from operations management.

- Take ownership of customer cases and ensure timely follow-up and resolution in line with agreed service level targets.

- Contribute to and maintain internal support documentation, knowledge base articles and FAQs to support consistent service delivery and operational efficiency.

- Consolidate recurring customer issues, feedback and insights, and provide structured input to internal teams to support continuous product and service improvement.

- Perform any other lawful support duties as required.

Why Join Us

- Be part of a growing fintech company building real-world payment and remittance infrastructure.

- Work closely with cross-functional teams including product, technology and operations.

- Gain exposure to international customers and global payment operations.

- Play a meaningful role in shaping customer experience, operational quality and product improvement.

- Join a team that values accountability, professionalism and continuous improvement in a regulated financial environment.

• - Diploma in Finance, Customer Service, or a related field.

  - Minimum 5 years of experience in customer service or a similar role.

  - Excellent written and spoken English. Additional language skills are an advantage.

  - Ability to work independently in a fast-paced environment.

  - Willingness to work according to assigned schedules to support 24×7 operations.

  - Strong interpersonal skills, with the ability to handle difficult situations and remain calm under pressure.

  - Strong solution-driven mindset, with a genuine passion for resolving customer issues, overcoming obstacles and making cost-effective decisions.

  - Excellent time-management skills, with the ability to multi-task and manage competing priorities.

  - Fast learner who can quickly adapt to new products and process changes, and respond constructively to feedback.