Customer Support Specialist

Customer Support Specialist - Singapore Salary range $62,000 - $71,000 SGD ($5,100 - $5,900 per month) Objectives of this role: Customer Support & Case Management • Manage customer interactions across phone, case management, and digital channels. • Take ownership of complex customer enquiries and escalated cases, from investigation through to resolution. • Deliver timely, professional, and customer-focused solutions while balancing operational and risk considerations. • Act as an escalation point for customer, transaction, and process-related enquiries. Problem Solving • Analyze complex customer and operational scenarios to determine appropriate resolutions. • Identify potential risks, anomalies, and recurring issues, and escalate them when necessary. • Ensure adherence to regulatory, legal, and internal policy requirements. • Support audit readiness, reporting accuracy, and compliance with complaint-handling frameworks and control standards. Transaction Processing & Operational Excellence • Process and validate customer transactions in accordance with established procedures, service level agreements (SLAs), and regulatory requirements. • Investigate and resolve transaction-related issues, exceptions, and discrepancies. • Maintain accurate and up-to-date documentation across support and operational systems. • Effectively manage workloads, queues, and priorities to achieve service and quality targets. • Ensure consistent delivery against SLAs and key performance indicators (KPIs). Collaboration & Continuous Improvement • Contribute to process improvements and operational initiatives that enhance customer experience and operational efficiency. • Support the implementation and enhancement of tools, processes, and regulatory changes. • Share insights and recommendations to improve service delivery and operational performance. • Support operational and cross-functional projects, including tracking timelines, actions, and deliverables. Team Support • Provide guidance and mentorship to colleagues through knowledge sharing and best-practice support, including assisting with the onboarding and development of new team members. • Contribute to quality reviews, team discussions, and continuous capability-building initiatives. • Support local leaders with day-to-day operational activities and project assignments as required. • Serve as a subject matter expert (SME) for complex cases, processes, and operational queries. Required skills and qualifications • Essential - A minimum of 2 years’ related experience, having provided the best levels of customer service by phone & email. We don’t mind what industry you gained this experience within, but Financial Services experience will make your application stand out. • Some managerial/team leader responsibilities – eg handling escalated cases, team member training/coaching, etc. • Essential – Fluent English language skills, as we speak English in our Singapore office • Essential – you must be a Singapore Permanent Resident or Citizen to be considered for this role • Preferred – either Mandarin or Cantonese language skills – as some of our clients prefer to converse in these languages (but this is not essential to have) • Experience is important, but it is your customer service attitude, empathetic nature & willingness to help that will set you apart from others. • Experience in payments, fintech, or the financial services industry is highly regarded • Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders. • Attention to detail – does your CV have spelling errors? You might not be invited to interview if so. • A passion for Best-in-Class Customer Care - a Customer Champion! • Strong p