Customer Support Executive

Responsibilities

• Process incoming emails, outbound calls, and live chats from our customers.
• Identify and assess customers' needs to achieve satisfaction.
• 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; follow up to ensure the resolution.
• Keep records of customer interactions, process customer accounts, and any related documents.
• Understanding the escalation and support channels available to assist in the resolution of tickets.
• Take ownership and resolve any urgent or critical issues escalated by the Client or team.
• Ability to commit to rotational shifts (including weekends and public holidays) for 24/7 coverage.
• Take the extra mile to engage customers, whilst following our Hugosave Values.
• Any other duties and responsibilities that may be assigned by the management from time to time.
  

Requirements

• Fluent English speaker and writer.
• Strong voice, contact handling skills, and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and the ability to adapt/respond to different types of characters.
• Excellent communication, listening, and presentation skills.
• Ability to multitask, prioritise, and manage time effectively.
• Problem-solving and critical thinking skills.
  

Skills And Capabilities We Believe Are Highly Relevant Include

• 1 to 3 years of proven experience in a customer care role.
• Bachelor's degree or equivalent in a relevant subject area.
• Experience within the financial services or fintech.
• Ability to stay calm when customers are stressed or upset.
• Ability to multitask and keep track of multiple ongoing issues.
• Have the self-discipline to ensure all customer issues are handled in an appropriate and timely manner.
• Ability to identify, build, and enhance key relationships, influence, and challenge as required.