Customer Care Advisor

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Interact with customers to address issues that arise as support tickets for our team.

• Compose clear and customized communications to assist customers in resolving their concerns.

• Collaborate with Partner Managers, Business Development, Compliance, Treasury, Product, and Engineering to identify and resolve issues.

• Act as a trusted advisor, maintaining an open, supportive, and approachable working style.

• Create, document, and enhance operational processes with an emphasis on continuous improvement and cross-training opportunities.

• Accountable for verifying and completing escalation requests.

• Manage customer calls related to escalation requests.

• Participate in Incident Management to assess and relay customer impact.

• Proactively seek out chances to develop solutions that assist the team in meeting our objectives.

• Develop and sustain operational processes through regular documentation updates and cross-training.

• Provide coverage during "on-call" shifts as necessary to support our global support framework.

• Actively participate in and contribute to departmental OKRs.

• Achieve established Service Level Agreements, Objectives, and Key Results.

⛳️ Requirements

• Over 3 years of experience in a fast-paced global support environment.

• Proficient in writing and skilled at articulating complex issues clearly.

• A fundamental principle of yours is to share knowledge and assist others in performing their best work.

• Familiar with ticket support systems, including Salesforce.

• Knowledgeable about generative AI models (ChatGPT, Gemini, etc.) and prompt development.

• Experience with data analytics tools for problem-solving is preferred.

• Background in financial services or payments industries.

• Involvement in contributing to departmental processes and procedures.

• Highly articulate, capable of managing customer friction during live calls; multilingual skills are preferred for the APAC region.

• Willingness to work on weekends and holidays as needed.

🏝️ Benefits

• Flexible work environment.

• Opportunity for ongoing learning and skill enhancement.