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Atome is hiring a

Customer Support Manager

Kuala Lumpur, Malaysia
About Atome Financial
 
Headquartered in Singapore, Atome Financial is a consumer business unit under Advance Intelligence Group. The products under Atome Financial include:
 
Atome: A leading buy now pay later brand in Asia Pacific which is currently present in 10 markets and partners over 15,000+ top retailers. Key merchant partners include ZALORA, Sephora, Agoda, SHEIN and Zara.
 
Kredit Pintar: One of Indonesia's top digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK). Over 10 million downloads, 2 million customer reviews and with a 4.4-star rating on Google Play Store.
 
As part of the Advance Intelligence Group, a Series-D company and ranked No. 1 on LinkedIn's 2021 Top Startups List in Singapore with over 2,000+ 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.
 
Our culture is built on values that are core to who we are and what we stand for:
  1. We foster an INNOVATION mindset
  2. We achieve results with EFFICIENCY and excellence
  3. We take pride in the QUALITY of our work
  4. We uphold INTEGRITY in all we do
  5. We embrace COLLABORATION to work across business lines and borders

Job description:

  • Point of contact for customers/merchants who channelled their feedback via various channels.
  • Provide end to end investigation and solution to customer’s needs.
  • Communicate politely and timely with customers via appropriate channels.
  • Co-ordinate with the relevant stakeholders to investigate and respond to customers in a timely manner.
  • Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and corrective actions.
  • Ability to identify service gaps and process improvement for innovation and improving service standards for the organization.
  • Develop strong business relationships with all stakeholders.
  • Be updated on developments and changes in products, services, policies and procedures by reading articles and attending briefing/meetings.
  • Spearing heading service and quality assurance trainer with a customer obsessed mindset.
  • Ad-hoc projects to driver customer experience.

Requirements:

  • Minimum Diploma in any discipline with credit in English with at least 3 years relevant working experience in fast paced environment and service industry. 
  • Preferably with 1-2 years of experience working in contact center’s managerial role.
  • Proficient in Microsoft Office applications.
  • Hyper-focus on creating a better customer experience from the customer's perspective.
  • Possess positive attitude and must be meticulous, reliable and able to handle fast paced environment.
  • Able to work independently.
  • Able to perform shift work and travel to other regions.

 

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