Cs- Quality Service, Assistant manager (SG) [Fintech] - Xfers｜Meet.jobs

About Xfers

Founded in 2015, Singapore-based fintech Xfers aims to accelerate financial access within Southeast Asia by enabling businesses to accept payments and send money seamlessly. Xfers boasts a range of last-mile financial rails including Xfers Send, Xfers Accept, Xfers Wallet, and StraitsX stablecoin. In Singapore, Xfers is a Major Payment Institution licensed by the Monetary Authority of Singapore for e-money issuance. In Indonesia, Xfers connects online businesses to a range of payment methods which include bank transfer, e-wallet and offline channels such as agent banking networks and convenience stores. Currently, Xfers is part of Fazz Financial Group, which is backed by strategic investors including Tiger Global, B Capital, Y Combinator & others.

For more information, visit: https://www.xfers.com/.

 

About the role 

In the role of Assistant Manager -Quality Service, you will be supporting the Strategic Operations Manager by driving service excellence and customer engagement with our Customer Support Team. To be successful in this role, you would need to understand the broad scope of support our team offers as well as partner collaboratively with internal stakeholders (product, engineering etc) across various teams. 

 

Responsibilities 

• Managing our end to end customer support function and ensure that we deliver service excellence 
• Understand our products inside and out to guide our team members with answering, resolving all customer inquiries in a timely and efficient manner 
• Responding to users or customers on official customer support channels, and ensuring customer support officer deliver the good quality response
• Develop, maintain and enhance customer service processes and documentation.
• Monitor the efficiency of our customer service process, and support operations manager to develop continuous process improvement within the customer support team.
• Build a positive customer support team environment, coach & manage performance 
• Manage and facilitate all communication with internal and external stakeholders

 

The ideal candidate will have

• A Bachelor’s degree in any major, or diploma.
• You have some relevant experience of at least 2 years of managing customer support or operations within a similar tech startup environment
• Some working knowledge of project and workstream management tools such as Zendesk, Notion 
• You are a self-starter with an eye for detail
• You have demonstrated experience in prior roles that required you to be resourceful, and collaborative problem solving 
• Ability to multitask, prioritize, and manage time effectively.
• Excellent written and communication skills, managing internal and external stakeholders
• Able to stay calm under the pressure.
• You would enjoy working in a fast-paced, dynamic environment, keen interest in the fintech/ payments industry 

 

Communication Skills Customer Relationship Management Customer Service Customer Experience Operations Management Operations Blockchain

About Xfers

Founded in 2015, Xfers is Southeast Asia’s leading Fintech platform for digital businesses, enabling open banking for Southeast Asia. It boasts a range of last-mile financial rails including the Xfers Wallet Kit, Open APIs and Virtual accounts.

Today, Xfers and its partnering merchants process over US$250 million for over 10 million unique active users every month across Singapore and Indonesia. In Singapore, Xfers is the holder of a Major Payment Institution license for e-money issuance under the new Payment Services Act.

In Indonesia, Xfers offers a range of API-driven financial solutions that include Channeling of loans, Disbursements and Virtual Accounts. Xfers works closely with regulators to ensure that all its products and services are fully compliant with the highest regulatory standards.

 

What Xfers do

At Xfers, we believe in financial inclusion. As South-East Asia stands on the cusp of being an economic powerhouse in the coming years, there is a need to enable many individuals to step out of their marginalized financial environments. In empowering a speedier entry by digital financial service providers into these markets, we aim to bring equal financial opportunities to all, in the hope of alleviating financial hardship. 

 

Xfers culture

"The real competitive advantage in any business is one word only, which is PEOPLE" - Kamil Toume

We're are now more than 130 people who given an opportunity to do what we love and working our vision to create a better financial ecosystem for South-East Asia

We believe in transparency, passion and collaboration are key to great work.

Backed by YCombinator, 500 Startups, Golden Gate Ventures and Eduardo Saverin, we believe we are here to win it!