Senior Customer Service Specialist (6-month Contract)

Singapore

THE ROLE            

As the first point of interaction between SingSaver and our customers, the Senior Customer Service Specialist will be a brand ambassador for SingSaver. This is a 6-month contract starting end of May. They are expected to be friendly and helpful in their day to day interactions with our customers. This role works with various internal teams to help customers problem-solve, and prevent any foreseeable customer issues.

YOUR TASK

Customer Support

Administration and Business Operations

SKILLS & REQUIREMENTS

What can you expect from us?

Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. 

Work: We have a team of over 350 talented individuals in 6 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. 

Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. 

Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. 

Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

 
EEO Statement 
Hyphen Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.
 
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When you apply for a job on this site, the personal data contained in your application will be collected by Hyphen Group (“Hyphen Group” or “we”), a company registered and incorporated in Hong Kong and which can be contacted by emailing jobs@hyphengroup.io. Hyphen Group (the “Group”), is a group of companies that provide price comparison services as well as financial services, insurance products, communications and other products and services across Asia.

Your data is stored in a range of systems and formats. These include in your recruitment file, in the Group’s HR management system and in other IT systems, including the Group’s email system.

Hyphen Group processes a range of information collected from you. Subject to applicable law, this may include:

  • your name, address and contact details, including email address and telephone number;
  • your gender and date of birth;
  • details of your qualifications, skills, experience and employment history;
  • information about your current level of remuneration, including benefit entitlements;
  • details of your marital status and dependents;
  • candidate photographs;
  • details of your bank account;
  • Passport or other identification information; and/or
  • Information from compliance background checks.

Your personal data will be processed for the purposes of managing Jyphen Group’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, responding to and defending against legal claims, maintaining and promoting equal opportunities within the workplace and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under applicable Data Protection Laws as necessary for the purposes of the legitimate interests pursued by the Hyphen Group, which are the solicitation, evaluation, and selection of applicants for employment.

Who may have access to personal data?

Your information will be shared internally within the Group for the purposes of the recruitment exercise. This includes with members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy, internal and external auditors and IT staff if access to the data is necessary for the performance of their roles.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Hyphen Group to help manage its recruitment and hiring process on Hyphen Group’s behalf.

Hyphen Group may share your personal data with third parties in order to, obtain pre-employment references from other employers, obtain employment background checks from third party providers and to obtain necessary criminal record checks.

How long do we hold your personal data?

Your personal data will be retained by the Group for so long as the Group determines it is reasonably necessary to evaluate your application for employment. If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment in accordance with the contract of employment and our internal privacy policy.

What if you do not supply your personal data?

You are under no statutory or contractual obligation to provide data to the us during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.

I have read and acknowledge the GDPR notice.

Visa Status

Will you now or in the future require sponsorship for a work visa?

THE ROLE            

As the first point of interaction between SingSaver and our customers, the Senior Customer Service Specialist will be a brand ambassador for SingSaver. This is a 6-month contract starting end of May. They are expected to be friendly and helpful in their day to day interactions with our customers. This role works with various internal teams to help customers problem-solve, and prevent any foreseeable customer issues.

YOUR TASK

Customer Support

  • Manage incoming inquiries related to product or reward redemption processes. Queries may come in via email/ social media channels (Facebook/ Instagram/ Telegram)/ calls
  • Resolve customer’s issues and complaints calmly and respectfully by clarifying customer’s need, identifying the cause, and providing a suitable and feasible solution
  • Coordinate with internal departments to resolve customer queries within specified timelines
  • Liaise with banks to check on exception cases
  • Escalating issues to team lead or management promptly
  • Maintain the service procedures, guideline and policies
  • Maintaining FAQs
  • Contribute to team effort by accomplishing related team KPIs when required

Administration and Business Operations

  • Update and maintain the customer database system as needed
  • Support SingSaver campaigns and initiatives by anticipating customer needs and looking through marketing collateral to ensure a good customer experience
  • Document customer support related operational procedures as required 
  • Follow-up with respective teams for relevant required assistances
  • Maintain customer service guidelines and operating procedures

SKILLS & REQUIREMENTS

  • 5+ years Proven customer support experience
  • Excellent team working skills and flexibility in approach to work
  • Loves working with people and delighting them with effective and feasible solutions
  • Good communication and listening skills with the ability to be empathetic towards customers, while correctly identifying their needs
  • Positive attitude, self-motivated, and willing to learn.
  • Fluency in English, in writing and speaking
  • Familiarity with ticketing systems (Zendesk) plus responding to customers on social media platforms
  • Familiarity with Microsoft Excel or Google Suite

What can you expect from us?

Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. 

Work: We have a team of over 350 talented individuals in 6 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. 

Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. 

Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. 

Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

 
EEO Statement 
Hyphen Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.