Customer Support Executive, Autumn Venture, SCV

Role Responsibilities

• Respond to client queries and troubleshoot solutions through various communication channels.
• Maintain and support data tools to track client and business needs.

Key Responsibilities

• Respond to client queries and issues reported via various communication channels within stipulated Service Level Agreement (SLA)
• Investigate, replicate, and understand issues to provide clearly detailed solutions to clients in a time-sensitive environment
• Achieve customer satisfaction through the provision of customer-centric support
• Work closely with various teams (e.g., Product and Engineering team) to develop actionable customers insights
• Own each client's issues and ensure timely resolution
• Proactively ensure that knowledge of products' functionality is updated to resolve queries from customers
• Strong ability to multitask and prioritize (e.g., resolving multiple customers' concerns while consistently providing superior levels of customer service)
• Ensure all relevant procedures are followed from beginning to resolution and that key performance indicators are met
• Responsible for updating and maintaining Customer Support SOPs and other customer-support-related documentations
• Execute data operations on a regular and ad-hoc basis (e.g., data extraction, cleaning, analysis, and various report creations via Amplitude and Power BI)

Technical Competencies

• Proficient in MS Office applications
• Preferred to have knowledge and experience on data visualization software, e.g., Power BI

Our Ideal Candidate

• Diploma or degree holder
• 2 years' experience in similar function
• Able to multitask
• Structured team player but able to work independently as well
• Excellent written and verbal communication skills
• Excellent relationship building & management skills
• Innovative and creative in problem solving while playing by the rules
• Good time management

Autumn Venture - SC Ventures
Autumn Life is a digital wealth, health and lifestyle solution. As an independent and bank agnostic platform, Autumn offerscustomers the best-in-class products in the marketplace. Our vision is to make a meaningful retirement accessible tomore people. We harness the power of technology to integrate wellness with wealth management, making it easier foreveryone to achieve their life goals. Autumn is on a mission to democratise future planning. We are a digital financial advisor combining wealth & health insights to help users get ready to live their best lives.

About SC Ventures
SC Ventures ("SCV") was established in 2018 with the purpose of "Rewiring the DNA in Banking" by bringing three distinct areas together:
- The eXellerator Lab, enabling innovation at large in the Bank by supporting intrapreneurs and their ideas, collaborating with fintech's through the SCV Fintech Bridge and engaging with clients and co-creation ideas.
- The Investment Fund ("Fund"), tasked to acquire minority stakes in fintech companies ("fintechs") whose technology has been successfully validated in the Group.
- Venture building, with the objective of exploring new business models ("ventures"), in the way it engages existing new customers and markets
There are c.65 team members (excluding individual ventures), including dedicated colleagues from the Group's support ffunctions, based in Singapore, Hong Kong, Shanghai, Nairobi, London and San Francisco.