Customer Service Executive

About SingX

SingX is a Singapore-based FinTech company offering fast, secure, and cost-effective cross-border remittance and foreign exchange services. Our platform allows individuals and businesses to send and receive money globally with transparent fees and real-time exchange rates.

Position Overview

We are looking for a dedicated and customer-focused Customer Service Executive to join our growing team. You will be the first point of contact for our users, addressing queries, resolving issues, and ensuring a seamless transaction experience.

Key Responsibilities

• Respond promptly to customer inquiries via email, phone, live chat, and other communication channels.
• Provide accurate information about SingX services, processes, exchange rates, fees, and timelines.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and explaining the best solution.
• Escalate unresolved issues to appropriate internal teams while ensuring timely follow-ups.
• Liaise with partner banks, payment providers, and compliance teams as needed to support customers.
• Maintain records of customer interactions, transactions, comments, and complaints.
• Generate daily/weekly reports on customer service metrics and support ticket trends.
• Gather customer feedback to identify common pain points and suggest service enhancements.
• Work closely with the product and operations team to improve user experience based on insights.

Requirements & Tech Stack

• Strong communication skills (both written and verbal) in English.
• Empathy, patience, and a strong customer-first attitude.
• Ability to work under pressure and handle high-volume support requests.
• Attention to detail, problem-solving skills, and multitasking abilities.

Qualifications

• Proven customer support experience in a FinTech, remittance, banking, or payments company is preferred.
• Experience with cross-border payments or knowledge of remittance compliance/KYC.
• Familiarity with MAS regulations and financial service industry standards.

Work Schedule

• Shift-based role to support customers across different time zones (may include weekends and public holidays on rotation).