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Customer Service Specialist (Renewable 12 Months Contract)

You Technologies Group (singapore) Pte. Ltd.


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2-5 Years
2,500 - 3,000 monthly SGD
14 days ago
55 Viewed
0 Applied

Job Description

We Are

YouTrip is a Southeast Asian financial technology company dedicated to creating the next-generation of digital financial services for consumers and businesses. In 2018, we launched the region's first and leading multi-currency payment app.

With our consumer and corporate products, YouTrip and YouBiz, we empower users with the most affordable and convenient financial innovations. YouTrip is a Major Payment Institution licensed by the Monetary Authority of Singapore (MAS), and owns principal memberships and issuing licenses with two of the largest card schemes, MasterCard and Visa.

YouTrip has been recognised by industry experts, winning awards for FinTech Employer of the Year by MAS and Singapore Fintech Association (SFA), Most Innovative FinTech Company in Southeast Asia and Best SME Finance Management Platform from APAC Insider's 2023 Singapore Business Awards. We were also recently recognised as one of the Top Startups in Singapore by LinkedIn, further cementing our position as a leading fintech company in the region.

Our culture is entrepreneurial, open & inclusive, and teamwork-oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space.

You Will

  • Attend to day-to-day customer inquiries through phone calls and emails in a timely and accurate manner
  • Resolve issues and troubleshoot technical problems by working with other departments
  • Stay on top of product feature releases and maintain an in-depth knowledge of how YouTrip functions
  • Provide critical customer feedback to internal stakeholders to ensure that our product is up to customer expectations
  • Perform other related duties as may be assigned from time to time
  • Attend to potential complaints raised by BPO team including but not limited to level-2 escalations
  • To capture Red Flags via close monitoring of overall Ticket aging i.e External Threats (CEO, Social Media. MAS, etc.)
  • Raise Red Flags as per our Escalation Guideline SOP
  • To monitor Level-1 team adherence i.e ensure that L1 reported for duty as per Schedule
  • Manual ticket allocation including pulling out and merging Chargeback tickets
  • Take over cross team escalations where CS team are being tagged for action
  • Adhoc tasks as assigned by manager i.e Internal Approvals

You Are

  • Customer Service Enthusiast - You are passionate in driving operational excellence with a strong customer-oriented mindset. Ideally 5 years of relevant experiences. Experiences in Fintech / Banking or a call center environment is preferred. A bonus if you have exposure to Zendesk and Slack.
  • Self-Driven Attitude - You are self-driven and able to work in a fast-paced environment with tight deadlines.
  • Independent Worker & Team Player - You are able to work independently, or with a team, demonstrating strong interpersonal, leadership and organisational skills. You are also able to promote a culture of collaboration and teamwork across organization to optimise overall business growth
  • Natural Communicator - You have strong interpersonal and communication skills with all levels of the organization from team members to executives
  • Self-Starter - You are ambitious to learn and be challenged, and possess a detailed oriented mindset

What You can Expect from Us

  • An innovative culture that encourages talents to work highly collaboratively in a respectful, friendly environment
  • Access to a deep bench of technical and business experts
  • Working with an entrepreneurial team of people from across the region

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Last Updated: 16-07-2024 06:30:00 PM
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