Customer Support Executive
Location
Hyderabad | India
Job description
Hello, and welcome to Hugosave!
Hugosave is an Integrated Financial Super App that exists to bring financial well-being to everybody.
We take our #hugoheroes on a financial journey where they spend, save, and invest more effectively.
By developing healthy and life-changing financial habits, we are building financially healthy and thriving communities.
Hugosave is not just a product but also a philosophy that will evolve and grow with its #HugoHeroes i.e. our customers, partners and people.
Our initial market is Singapore but regional and global expansion will follow swiftly.
Hugosave is a brand owned and operated by Atlas Consolidated Pte Ltd.
Who we are looking for and why
We are looking for a Customer Support Executive as the key point of contact to help deliver a better experience for customers.
The role would report to the Manager of Customer Support and also work closely with the cross-functional teams.
Requirements
What “Customer Support” means to us
Hugosave depends on Customer Support Executives to help customers understand the product, manage customer queries and challenges, resolve issues, and escalate appropriate complaints across a number of communication channels.
Normal daily business as usual includes:
- 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 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
- 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
How you can help us
There are certain functions and capabilities we believe are essential to the role:
- Proven customer support experience or experience as a Client Service Representative
- Strong voice contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritise, and manage time effectively
What we would consider as added value
Skills and capabilities we believe are highly relevant include:
- 1 year 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;
- Excellent communication and listening skills;
- 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
- Passionate about joining an early stage Fintech;
- Ability to identify, build and enhance key relationships, influence, and challenge as required;
- Fluent English speaker and writer.
Performance indicators to get you off to a great start
A touchdown quick win (30 Days):
- Familiarise yourself with our product offering
- Familiarise yourself with the tools / systems to use to obtain data
- Familiarise yourself with our marketing and communication guidelines
Found your feet (60 Days):
- Able to resolve customer issues independently
- Able to handle escalations and suggest various recovery methodology
Well into your stride (90 Days)
- Able to contribute ideas to reduce friction in customer engagement
- Able to resolve major customer issues independently
Benefits
- Flexi-working
- Options
- Well-being package
Hugosave Values being Responsible, Open and Collaborative
You should be passionate about what Hugosave stands for:
- Honest, truthful and open communication at all times with the team members.
- We are responsible to our customers, community and team to help shape a more open, collaborative approach to wealth. This is the way Hugosave hopes to make a difference; help us build better communities.
- Shared responsibility is not only part of our approach to wealth but a key part of how we work together. This shared responsibility allows for openness and candour between us as a team and in our relationship with our customers.
- Good ideas can come from anywhere, so an open and collaborative dialogue between the Hugosave community (customers, team, stakeholders, alike) helps get the best from us all and helps make the difference. Everyone is welcome to apply.
Working Model
We are a new startup and believe that having personal interactions are really important during the initial days. So we would expect the new engineers to come to the office some days to get to know each other better.
Job tags
Salary
