Customer Support Executive

About Atlas

Hello and welcome!

Atlas Consolidated Pte Ltd. owns and operates two brands : Hugosave, a B2C consumer finance app, and HugoHub, a B2B Banking as a Service platform. Atlas is Headquartered in Singapore.

Hugosave

100K+ users in SG - B2C

Hugosave is a personal financial management application that puts saving first. Our initial market is Singapore, but regional and global expansion is taking place swiftly. Through our product vision of Better Budgeting, Smarter Spending, and Sustainable Saving, we aim to build financially healthy and thriving communities.

HugoHub

B2B

HugoHub is a standalone B2B technology platform consisting of both frontend experience layer and backend platforms that offer a full suite of modular banking services through a single integration. HugoHub comprises 5 key Product Pillars : 1. Accounts, Wallets & Payments, 2. Card Programmes, 3. Wealth, Savings & Investments, 4. Full Stack BaaS (Banking as a Service) and 5. Bank of API’s

Using these Product Pillars built on our platform, our clients can build financial products that delight their customers in any part of the world.

A regulated entity with strong credentials

Atlas Consolidated Pte Ltd satisfies stringent corporate governance, operations, and regulatory integrity requirements to maintain licences from regulatory bodies, such as :

Monetary Authority of Singapore - Major Payment Institution licence and Financial Advisors licence

Ministry of Law, Singapore - Regulated Precious Metals Dealers licence

Visa Inc. - Principal Members Issuing licence

Who we are looking for

We are looking for a Customer Support Executive as the key point of contact to help deliver a better experience for customers. The role would report to the Customer Support Manager and also work closely with the cross-functional teams.

What “Customer Support” means to us

Hugosave depends on Customer Support Executives to help customers understand the product, manage customer queries and challenges, resolve issues, and escalate appropriate complaints across a number of communication channels.

Normal daily business as usual includes :

Process incoming emails, outbound calls and live chats from our customers

Identify and assess customers’ needs to achieve satisfaction

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; follow up to ensure the resolution

Keep records of customer interactions, process customer accounts, and any related documents

Understanding the escalation and support channels available to assist in the resolution of tickets

Take ownership and resolve any urgent or critical issues escalated by the Client or team

Ability to commit to rotational shifts (including weekends and public holidays) for 24 / 7 coverage.

Take the extra mile to engage customers, whilst following our Hugosave Values

Any other duties and responsibilities that may be assigned by the management from time to time.

How You Can Help Us

There are certain functions and capabilities we believe are essential to the role :

Proven customer support experience or experience as a Client Service Representative with at least 1-3 years

Fluent English speaker and writer

Strong voice contact handling skills and active listening

Familiarity with CRM systems and practices

Customer orientation and ability to adapt / respond to different types of characters

Excellent communication, listening and presentation skills

Ability to multi-task, prioritise, and manage time effectively

Problem solving and critical thinking skills

What we would consider as added value

Skills and capabilities we believe are highly relevant include :

1 to 3 years of proven experience in a customer care role;

Bachelor's degree or equivalent in a relevant subject area;

Experience within the financial services or fintech;

Ability to stay calm when customers are stressed or upset;

Ability to multitask and keep track of multiple ongoing issues

Have the self-discipline to ensure all customer issues are handled in an appropriate and timely manner

Ability to identify, build and enhance key relationships, influence, and challenge as required;

Performance indicators to get you off to a great start

A touchdown quick win (30 Days) :

Familiarise yourself with our product offering

Familiarise yourself with the tools / systems to use to obtain data

Familiarise yourself with our marketing and communication guidelines

Found your feet (60 Days) :

Able to resolve customer issues independently

Able to handle escalations and suggest various recovery methodology

Well into your stride (90 Days) :

Able to contribute ideas to reduce friction in customer engagement

Able to resolve major customer issues independently

Benefits :

Competitive salary and benefits package

Opportunity to work on cutting-edge products

Collaborative and supportive work environment

Chance to make a real impact on the company and its customers

Atlas values being Responsible, Open and Collaborative

These are values we align with :

Honest, truthful and open communication at all times with the team members.

We are responsible to our customers, community, and team to help shape a more open, collaborative approach to wealth. This is how Atlas hopes to make a difference and help us build better communities.

Shared responsibility is not only part of our approach to wealth but also a key part of working together. This shared responsibility allows for openness and candour between us as a team and in our customer relationship.

Good ideas can come from anywhere, so an open and collaborative dialogue between the Atlas community (customers, team, and stakeholders alike) helps us all get the best from each other and makes a difference.

Everyone is welcome to apply!