Senior Customer Service Specialist - #10513363

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 recognized 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. LinkedIn also recently recognized us as one of the Top Startups in Singapore, 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 who aspire to thrive in a rapidly growing business in the exciting FinTech space.

You Will

• Attend to and liaise with customer's inquiries through phone calls, emails, and online chats in a timely and accurate manner
• Stay on top of product feature releases and maintain an in-depth knowledge of how YouTrip’s products function
• Communicate customer feedback to internal/external stakeholders to champion new processes to serve our customers better
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Be willing to work rotating shifts
• Collaborate with internal departments to track and coordinate the progress of customer issues and address customer problems and meet their needs.
• Provide insights and suggestions for business improvement by using daily data analysis.
• Also, attend to potential complaints raised by BPO CS agents including but not limited to level-2 escalations
• Capture Red Flags via close monitoring of overall Ticket aging i.e. External Threats (CEO, Social Media. BNM, etc.)
• Raise Red Flags as per our Escalation Guideline SOP
• Monitor Level-1 team adherence i.e ensure that L1 reported for duty as per Schedule
• Perform manual ticket allocation including pulling out and merging Chargeback tickets
• Take over cross-team escalations where CS teams are being tagged for action
• Attend to ad-hoc tasks as assigned by the manager i.e Internal Approvals on Sheet - Balance Adjustment, Account Update, and Card Replacement

You Are

• Customer success enthusiast – you are the type of individual who enjoys putting your specialized skills to use while helping people solve problems. You believe that giving customers the best user experience & service is the success of any business, with more than 5 years of track record in customer service that involves preferably both call and email handling.
• Positive attitude – you understand that customer service is done best with a positive attitude and no hurdle can stop you from delivering the best experience to customers.
• Natural communicator – you possess a good command of English with strong interpersonal, communication, and problem-solving skills.
• Self-starter – you are not afraid to suggest and implement new initiatives to offer the best experience for our users, and do not mind getting your hands dirty to get things done in a tight timeline
• Team player – actively contributes to the group to complete tasks and meet goals. Respects ideas and aims to improve the product or process at hand.
• True Youtrooper - Your ability to work in a high-tempo environment, adapt, and respond to the day-to-day challenges of the role. Your resilience and commitment to self-care to manage the emotional demands of the role.

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

To Apply

If you are interested in this position, please click Apply Now and send in your CV. Due to the high volume of applications, only shortlisted candidates will be contacted.