Senior Customer Service Specialist

We Are

YouTrip is at the forefront of Asia's financial revolution, defining the future of digital finance with its leading multi-currency payment platform. Launched in 2018, YouTrip has swiftly ascended as a powerhouse, orchestrating billions in transactions annually and securing the trust of millions. With innovative solutions like YouTrip for consumers and YouBiz for businesses, we offer unmatched financial ease and cost-effectiveness. Fresh off a successful US$50 million Series B funding round led by Lightspeed Venture, we're setting new benchmarks in the digital financial services sector.

At the heart of our mission is a commitment to eliminate financial borders across Asia, propelling us into the next wave of digital finance.

You Will

• Attend to and liaise with customer's inquiries through phone calls, emails, and online chats in a timely and accurate manner
• Stay on top of product feature releases and maintain an in-depth knowledge of how YouTrip’s products function
• Communicate customer feedback to internal/external stakeholders to champion new processes to serve our customers better
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Be willing to work rotating shifts
• Collaborate with internal departments to track and coordinate the progress of customer issues and address customer problems and meet their needs.
• Provide insights and suggestions for business improvement by using daily data analysis.

• Also, attend to potential complaints raised by BPO CS agents including but not limited to level-2 escalations
• Capture Red Flags via close monitoring of overall Ticket aging i.e. External Threats (CEO, Social Media. BNM, etc.)
• Raise Red Flags as per our Escalation Guideline SOP
• Monitor Level-1 team adherence i.e ensure that L1 reported for duty as per Schedule
• Perform manual ticket allocation including pulling out and merging Chargeback tickets
• Take over cross-team escalations where CS teams are being tagged for action
• Attend to ad-hoc tasks as assigned by the manager i.e Internal Approvals on Sheet - Balance Adjustment, Account Update, and Card Replacement

You Are

• Customer success enthusiast – you are the type of individual who enjoys putting your specialized skills to use while helping people solve problems. You believe that giving customers the best user experience & service is the success of any business, with more than 5 years of track record in customer service that involves preferably both call and email handling.
• Positive attitude – you understand that customer service is done best with a positive attitude and no hurdle can stop you from delivering the best experience to customers.
• Natural communicator – you possess a good command of English with strong interpersonal, communication, and problem-solving skills.
• Self-starter – you are not afraid to suggest and implement new initiatives to offer the best experience for our users, and do not mind getting your hands dirty to get things done in a tight timeline
• Team player – actively contributes to the group to complete tasks and meet goals. Respects ideas and aims to improve the product or process at hand.
• True Youtrooper - Your ability to work in a high-tempo environment, adapt, and respond to the day-to-day challenges of the role. Your resilience and commitment to self-care to manage the emotional demands of the role.