Customer Service Executive

Do you have a customer-oriented mission to serve? Do you like being the ambassador of the company and helping others energises you? Does StashAway's mission to redefine investing and empower our customers to build their long-term wealth resonate with you? If you answered YES to the following, WE WANT YOU! We will be hosting an OPEN DAY where you will have the opportunity to come into our office and meet many of your future colleagues and participate in interviews, discussions and group activities to better understand the role and how the company operates.

We are seeking a highly motivated and enthusiastic Customer Service Executive to join our dynamic team at StashAway. As a Customer Service Executive, you will play a crucial role in delivering exceptional customer service and building strong relationships with our valued clients and upholding the highest standards of care when handling their queries.

Responsibilities:

Customer Support

• Serve as the first point of contact for clients, providing support, addressing inquiries, and resolving issues to ensure a positive client experience.
• Deliver above-and-beyond customer experiences across various platforms such as WhatsApp, phone, email, and social media.
• Guide new clients through the setup process, helping them understand our products and services.
• Ensure a smooth on-board process especially for new customers to deliver a great first impression and customer experience.

Account Management

• Assisting customers with updating their account information, ensuring the accuracy and security of customer information.
• Ensure compliance with industry regulations and maintain a thorough understanding of relevant SOP.

Internal Collaboration

• Act as the voice of the customer within the organization, providing valuable insights to help enhance our products and services.
• Expected to facilitate open and direct communication when working with multiple teams to find rapid resolutions.
• Stay updated on industry best practices and emerging technologies. Proactively suggest and implement process improvements to enhance overall efficiency.

Requirements

• Open to work on a 5 day rotating schedule basis that will include weekends and public holidays to keep customer services operational 7 days a week from 9am-6pm.
• Exceptional communication skills in English and at least one second language: Malay, Mandarin and/or Cantonese.
• A team player with a positive attitude and willingness to learn and adapt in a dynamic and fast-paced environment.
• Meticulous attention to detail and organizational skills; ability to prioritize.
• Problem-solving abilities, with passion for providing outstanding customer experiences and continuous improvement.
• Technically savvy and have a good knowledge about the latest trends and advancements in technology.
• Solid understanding of the Fintech space and prior experience working in financial institutions will be preferred.

Benefits

Employee financial and physical well-being

• Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
• Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).
• Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

Flexible work arrangements and policies

• We are a flexible work place that understands that sometimes life happens. We offer a lot of flexibility as long as it does not inconvenience the team, while also taking into consideration our promise and responsibility to our clients.

• Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

Learning and development opportunities

• You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives

• Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
• Annual off-site (Nov): Each off-site gathers all employees for a full day or two of company-wide team bonding activities and challenges.