Customer Service Executive

Customer Service Executive (100% Work from Home)

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 talent to come onboard our team as a Customer Service Executive based in Malaysia (100% Work from Home) serving Singapore customers.

In a nutshell

As one of the biggest financial marketplaces in APAC, MoneySmart assists customers with finding the correct financial products for themselves and the stage in their lives. As a CS executive for MoneySmart, you will help customers with their inquiries, solve their challenges, and improve their experience while using our services.

What It Takes

1. Primarily handle inquiries related to MoneySmart exclusive campaigns, application tracking, and reward redemption through Freshdesk tickets or chats.
2. 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 Freshdesk.
3. To meet KPIs including average handling time, first contact resolution rate, ticket/chat response rate, customer satisfaction score, QA and more.
4. To be compliant with all internal processes and procedures.
5. Communicate well with internal teams so as to provide prompt updates to customers.
6. To communicate effectively and accurately with MoneySmart customers.

Requirements

1. Min. 2 years of contact centre experience, mainly in customer service (email/chat).
2. Having excellent spoken and written skills in English.
3. Business writing skills are preferred.
4. Being able to work independently.
5. Being flexible and adaptable.
6. Ability to multitask, prioritise and manage time effectively.
7. Must be able to work on weekends.

MoneySmart's Values

1. Be a Positive Team Player.
2. Take Ownership.
3. Bias for Action.
4. Take Charge of Your Professional Growth.
5. Be Customer Centric.

MoneySmart's Cultural Pillars

1. Traits We Admire.
2. Culture Tenets.
3. Leadership Tenets.

MoneySmart Group is an equal opportunity employer. Please include only relevant details and avoid unnecessary information (e.g. photos, age) in your job application to assist us in ensuring that the interview process is devoid of bias.