Customer Service Executive

MoneySmart Group is South East Asia's leading personal financial portal, helping consumers to compare credit cards, loans and insurers. MoneySmart was founded in 2009 with the simple goal to help consumers make better financial decisions.

Bubblegum is a digital platform built and owned by MoneySmart Financial that provides users with general insurance education, policy management capabilities, and a fuss-free application process for insurance coverage. Bubblegum was formed as an in-house brand and is in line with MoneySmart’s vision to be everyone’s trusted personal financial coach.

We are growing and we are looking for talented people to join our team as a Customer Service Executive. 

This role will be based in Malaysia (100% Work From Home) serving Singapore customers.

Mission

Your mission as a Bubblegum Customer Service Executive is to provide our customers with excellent customer service and support on Bubblegum’s insurance products, with a focus on Bubblegum Car Insurance. You are expected to grow and achieve your individual sales and revenue targets. You will be helping customers with their enquiries, resolve their challenges and improve their experience with Bubblegum.

Responsibilities

• Primarily handle enquiries pertaining to Bubblegum and its products via Freshdesk and Freshchat
• Expected to provide first contact resolution according to standard operating procedures In the event of non-FCR, you are expected to follow up and respond back to users via Freshdesk/Freshchat
• To meet KPIs including average handling time, first contact resolution rate, ticket/chat response rate, customer satisfaction score, etc
• To be compliant with all internal processes and procedures
• Communicate well with internal teams so as to provide prompt updates to customers
• To communicate effectively and accurately with Bubblegum customer

Requirements

• Minimum 2 years of contact center experience, mainly in customer service (email and/or chat)
• Required to work on weekends and Singapore public holidays with the respective off days and off-in-lieus on weekdays
• Required to cover customer support hours from 10am to 7pm (including a 1-hour lunch break)
• Having excellent spoken and written skills in English
• Business writing skills are preferred
• Being able to work independently
• Being flexible and adaptable
• Ability to multitask, prioritise and manage time effectively

Moneysmart culture values and tenets

The traits we admire are core intrinsic qualities we look for in someone we want on our team, and we look for people who are Hungry, Humble and Smart. We also expect all our people to uphold the following company values:

• Play to win as a team
• Solve for the customer
• Embrace a personal growth mindset
• Own it openly
• Challenge the status quo and deliver outcomes

MoneySmart Group is an equal opportunity employer. Please include only relevant details and avoid unnecessary information (e.g. photos, age) in your job application to assist us in ensuring that the interview process is devoid of bias.