Customer Service Representative (FinTech / Payment Industry)We are a MAS licensed startup that has been in business for the past 5 years.
We have recently been recognized as the PayTech of the Year at 2024 Asia FinTech Awards.
With a profitable MVP, we are now focused on scaling our business model globally.
What you'll do:
Handle inbound and outbound calls, emails, live chats, and tickets, providing exceptional customer service across all channels.
Maintain professional and prompt communication with clients to address inquiries, complaints, and feedback.
Troubleshoot customer account issues, guiding clients through resolutions and ensuring satisfaction.
Demonstrate an in-depth understanding of products, features, and benefits, and provide introductory information to prospective and new customers.
Review and respond to customer complaints, providing effective solutions within agreed timelines and following up to ensure resolution.
Identify, escalate, and resolve customer issues in collaboration with relevant teams.
Perform Know-Your-Customer (KYC) reviews for client onboarding and periodic reviews, including conducting KYC-related analysis.
Monitor and evaluate daily screening alerts generated by KYC systems, ensuring compliance with company policies and regulations.
Gather customer feedback to improve service quality and product offerings.
What are we looking for:
At least 2 years of customer service experience, with a focus on call center environments preferred.
Proficiency in English and Mandarin is essential to serve Chinese-speaking clients effectively.
Experience with CRM tools like Zowie or Zendesk to manage customer interactions and maintain accurate records.
Minimum 1 year of KYC experience in the financial industry is a plus.
Excellent motivational skills and works well with a team but also is able to work independently.
Strong communication and interpersonal skills and dedication to customer satisfaction.
Knowledge of cryptocurrencies or digital payments is a plus.
Willing to work on shifts.#J-18808-Ljbffr