Customer advocateFirst Circle

ABOUT FIRST CIRCLE
First Circle is deeply committed to driving productive economic growth in the world's most exciting markets in SE Asia. We use intuitive product design and advanced data analytics to provide trade credit to un- and under-banked SMEs in the Philippines.
Proprietary underwriting models in a data-scarce environment have enabled us to create a $50b market in the Philippines soon expanding to a $200b SE Asia regional opportunity. Our customer-centric approach has resulted in a Net Promoter Score of 82 and negative net churn through time.
We believe in a meritocracy for our customers and our team: access to credit and career development based solely on performance and potential. Our team brings deep experience in finance, technology, growth, and design from Morgan Stanley, Goldman Sachs, Bridgewater, Uber, and CompareAsiaGroup. We're backed by some of the world's best VC & DFI investors.
PERFORMANCE OBJECTIVES
To achieve this, the successful candidate will be responsible for supporting both external and internal customers with tasks related to:
Demonstrates a basic understanding of digital and financial products
Makes user observations and delivers insights in daily interactions with users; articulates these using standard templates; can resolve general issues accurately by identifying the problem set
Be the first responder for 100% of inbound communication to Support using Zendesk, including phone, live chat, email, social media & Viber
Assess, triage, and resolve issues where necessary to the most suitable person of resolution in accordance with SLAs
Create and update FAQ's and how-to-guide documentation
Contribute to exceeding Support targets of Satisfaction Score, First Response Time, and Full Resolution Time
WE ARE LOOKING FOR THE FOLLOWING COMPETENCIES
Don't worry if you don't yet meet all of them to a high standard, we will put in place a path for you to continuously learn and get better.
Communication
Gathers and disseminates information between different units to resolve issues and manage expectations
Provides user satisfaction with effective communication using both written and verbal communication.
Communicates effectively with stakeholders and keeps the team apprised of issues.
Communicates in a clear, concise, and deliverable oriented way both through written and verbal communication
Subject Matter Expertise
Demonstrates a basic understanding of digital and financial products.
Seeks out the guidance of senior members on complicated issues and edge cases.
Actively and easily acquires new product knowledge when new product features and process changes occur
Analytical Skills
Makes user observations and delivers insights in daily interactions with users
Articulates these using standard templates
Can resolve general issues accurately by identifying problem set
Strategic Thinking
Follows the processes as outlined in the Support SOP
Asks senior team members for advice if the SOP cannot be closely followed
Uses commercial sense to resolve issues or queries that have not previously been encountered
Adapts responses as the situation demands it
Technical Skills
Extracts basic SQL queries
Familiarity with Zendesk (Optional)
About You
Graduate of BA in Business, Marketing, Social Sciences, or related subject that demonstrates an aptitude for communicating with others
Preferred experience of 2 years as a front-line agent supporting digital and/or financial products
Well versed in support practices and tools including issue tracking, ticket management, and escalation procedures
Also open to fresh graduates
Career Progression
First Circle is deeply committed to a supportive meritocracy. The role will grow in complexity as the Company's needs evolve. As our company grows, there are countless opportunities for vertical mobility. Your career is what you want to make of it.
First Circle

Taguig City, Metro Manila
Permanent
Full-time