Customer Care Specialist

About the company

Aspire is the leading all-in-one finance operating system for growing businesses. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and SMBs to realise their full potential.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as JP Morgan, Visa and Wise and helped more than 50,000 businesses using our suite of products.

Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn's Top Startup in Singapore. In 2024, we also made it to CB Insights Top 100 Global Fintech List two years in a row.

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds. Are you a top talent who is passionate about entrepreneurship Join our rapidly growing team to make an impact in the Fintech space!

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Care Representative. This role is ideal for someone who thrives in a fast-paced environment and is committed to delivering exceptional customer service. The successful candidate will be responsible for addressing customer inquiries, resolving issues efficiently, and collaborating with internal teams to enhance the overall customer experience. This role requires strong communication skills, problem-solving abilities, and a proactive approach to customer engagement. The position operates in a 24x7 environment, requiring flexibility in shifts, including weekends and public holidays on a rotational basis.

Key Responsibilities:

• Customer Support Across Channels: Provide outstanding support to clients, including C-level executives, through multiple communication channels such as email, chat, WhatsApp, and phone.
• Inquiry and Issue Resolution: Address and resolve inbound customer inquiries and technical issues with professionalism and efficiency, ensuring timely and accurate responses.
• Cross-functional Collaboration: Work closely with internal departments and external partners to deliver effective solutions and maintain customer satisfaction.
• Customer Feedback Management: Gather and analyze customer feedback, including bugs, feature requests, and process improvement suggestions, to contribute to product and service enhancements.
• Dissatisfaction Resolution: Engage with dissatisfied customers to identify root causes, take corrective actions, and implement strategies to improve overall customer sentiment.
• Data Analysis & Reporting: Prepare and present weekly reports with key insights into customer interactions, identifying trends, areas for improvement, and opportunities for business growth.
• Specialized Focus Area: Take ownership of a specific domain, such as communication strategies, learning and development, or team training, to drive improvements within the team.
• Flexible Work Schedule: Work a five-day week, which may include weekends and public holidays on a rotational basis to ensure seamless customer support. Hybrid working environment with up to 5 days a week presence at office

Qualifications & Skills:

• Bachelor's degree or equivalent experience in Customer Support, Business Administration, or a related field.
• 1-3 years of experience in a customer service role, preferably in a tech-driven or financial services environment.
• Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
• Strong problem-solving and analytical skills to effectively resolve customer issues.
• Ability to handle high-pressure situations and manage multiple tasks simultaneously.
• Experience with CRM tools and customer support platforms such as Hubspot, Zendesk, Salesforce
• A customer-first mindset with a passion for enhancing customer experiences.
• Willingness to work in a 24x7 environment, with shift flexibility, including weekends and holidays.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Aspire. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Aspire may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Aspire's Candidate Privacy Notice