Customer Service executiveMoneySmart Singapore

MoneySmart Group is South East Asia's leading personal financial portal helping consumers compare loans, insurance and credit cards. MoneySmart was founded in 2009 with the simple aim to help consumers make better financial decisions.
Through aggregating and consolidating product information to a single platform for comparison MoneySmart empowers consumers to make better financial decisions. We have put the power back into the consumers' hands. Whether it is for loans, insurance, or credit cards, MoneySmart makes information easy to understand and products easy to apply for - all in one place.
We are growing and we're looking for talents to come onboard our Operations as a Customer Service Executive based in Johor, Malaysia.
In a nutshell
As one of the biggest financial marketplaces in APAC, Moneysmart assists customers with finding the correct financial products for them and the stage in their life.
Help make our customer's lives easier by delivering their online redemptions and assisting in customer operations. As a CS agent for MoneySmart, you will help customers track applications and assist in answering their queries whilst playing an important part in the customer operations aspect by improving our customer experience.
What It Takes
Primarily handle inquiries pertaining to application tracking, payments, promo redemption, vouchers via, email and social media
Expected to provide first contact resolution according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback or Zendesk.
Update customers appropriately. i.e: Gdocx, Salesforce, Zendesk, etc
To meet KPIs including average handling time, first contact resolution rate, email/chat response rate, customer satisfaction score and etc
Communicate with internal Sales Ops for updates and Finance for updates to redemption time for customers
To ensure accuracy in information when communicating to MoneySmart customers
Communicate effectively with team members and MoneySmart customers
Take on ad-hoc projects/assignments
Requirements
Min. 2 years of contact center experience, mainly in customer service
Having excellent spoken and writing skills in English. Mandarin is an added advantage in order to handle inquiries and communicate with Mandarin speaking clients.
Having a clear telephone voice
Business writing skill is mandatory
Good typing skill
Being able to work independently
Being flexible and adaptable
Ability to multi-task, prioritize and manage time effectively
Cultural Competencies
Be a positive team player
Engage constructively, disagree and commit
Be Humble
Demonstrate Accountability
Exercise Good Judgement
Take charge of your professional growth