About Atome Financial
Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.
Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:
- Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
- Atome Card: A paylater anywhere card.
- Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
Our culture is built on values that are core to who we are and what we stand for:
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
Key Responsibilities
- Team Management:
- Manage a team of 30-40 customer support agents, ensuring optimal performance and development.
- Customer Interaction:
- Act as the primary point of contact for customer/merchant feedback received through various channels.
- Handle end-to-end investigations to provide solutions to customer needs effectively.
- Communicate with customers in a polite, professional, and timely manner via appropriate communication channels.
- Stakeholder Coordination:
- Collaborate with relevant stakeholders to investigate issues and provide timely responses to customers.
- Service Recovery:
- Implement effective service recovery measures, ensuring compliance with procedures and corrective actions.
- Address customer needs with a problem-solving and empathetic approach.
- Process Improvement:
- Identify service gaps and lead process improvement initiatives to enhance organizational service standards.
- Spearhead training programs focusing on service quality assurance with a customer-centric mindset.
- Business Relationships:
- Build and maintain strong relationships with internal and external stakeholders.
- Knowledge Management:
- Stay updated on product, service, policy, and procedure developments by attending meetings and reviewing relevant materials.
- Project Management:
- Lead ad-hoc projects aimed at improving customer experience and driving innovation.
- Crisis Management:
- Effectively manage crises, ensuring minimal disruption to customer satisfaction and operations.
Requirements
Education and Experience:
- A Bachelor's Degree in any discipline.
- At least 3 years of relevant experience in customer support, banking, or a fast-paced service industry.
- Proven experience managing a team of comparable size.
Skills And Competencies
- Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, etc.).
- Experience with Zendesk as a customer engagement platforms is preferred.
- Strong problem-solving and crisis management skills.
- Excellent communication skills, with a focus on professionalism and customer-centricity.
- Hyper-focus on enhancing the customer experience from the customer's perspective.
- Ability to identify and implement service and process improvements.
Attributes
- Positive attitude, reliability, and meticulousness in a fast-paced environment.
- Independent worker capable of managing multiple priorities.
- Flexible and adaptable to perform shift work when needed and travel to different regions.
This role is ideal for a passionate leader with a strong focus on customer satisfaction, service quality, and team development.
