High Volume (Total Service) Support Specialist
$58,800–$58,800 year
On-siteSingapore, Singapore
Job Summary
Take full cradle-to-grave ownership of customer enquiries and issues, aiming for first contact resolution while managing dynamic workflows across email and live channels. Diagnose complex issues using creative thinking to find solutions that satisfy both regulatory requirements and customer needs, acting as the single point of contact until resolution. De-escalate friction with professional empathy to turn negative sentiment into advocacy, intervening with high-touch service to prevent churn and educate customers on product value. Maintain rigorous adherence to High Volume KPIs while acting as a feedback loop to identify recurring trends, broken processes, and product bugs driving high contact volumes. Document unique case resolutions to create scalable learnings for the wider team.
Required Qualifications
- 2+ years in a customer-facing role
- preferably in a high-volume, high-growth, and complex customer servicing environment
- e.g. FinTech, SaaS, Tech
- Retention Mindset
- Accountability
- Empowerment and Autonomy
- Creative Problem Solving
- Communication Expertise
- Exceptional written and verbal communication skills
- Change Agent
- Tech Savvy
- Agile Learning & Analytical Skills
- Ability to quickly process, synthesize, and connect large volumes of information from various sources
- exercise sound judgment
- resolve complex customer queries effectively
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