Credit Card Support Specialist (Hybrid) – Customer Care Pro

Gemini; Singapore; Hybrid; SGD 39.000 - 61.000; Vollzeit

Benefits dieser Stelle

Health plans

New hire equity grant

Parental Leave

Paid time off

Zusammenfassung

Gemini in Singapore is seeking a Credit Card Support Associate to deliver exceptional customer service and resolve inquiries in a fast-paced environment. You will be the primary point of contact for cardholders, guiding them with empathy and accuracy.

The ideal candidate brings 3–4 years of customer support experience, familiarity with crypto, and hands-on experience with Zendesk (Support, Guide and Chat). The role requires strong communication skills and willingness to work flexible hours,

Qualifikationen

• 3-4 years in a customer support capacity or equivalent.
• Familiarity with Crypto.
• Passionate about providing a great customer experience.
• Confident verbal communication and polished written communication.
• Experience administering and configuring Zendesk Support, Guide and Chat.
• Experience in financial services support and a regulated environment.
• Experience solving complex problems from end-to-end.
• Comfort with flexible hours, including weekends, for comprehensive support coverage.
• Basic understanding of Financial Markets and Trading.

Aufgaben

• Confidently handle customer support calls with warmth, professionalism, and empathy, drawing on experience and active listening to identify the root cause of customer concerns before guiding them toward effective resolutions and delivering an exceptional customer experience.
• Manage inbound customer inquiries and issues through Zendesk, providing timely and effective resolutions while ensuring a high level of service and customer satisfaction.
• Serve as a trusted liaison between customers and cross-functional teams, communicating clearly, advocating for customer needs, and ensuring consistent follow-through to resolution.
• Navigate escalated customer concerns with patience, sound judgment, and ownership, engaging additional support as needed while keeping customers informed throughout the process.
• Partner with department heads to maintain accurate, practical runbooks, procedures, and internal documentation that support consistent service and an exceptional customer experience.
• Identify opportunities to improve processes and simplify workflows, taking ownership of projects from initial recommendation through successful completion.
• Provide occasional on-call weekend coverage and adjust weekday schedules as needed to support customer needs and team coverage.
• Develop and maintain a thorough understanding of the Gemini Credit Card product and related policies, translating that knowledge into clear, accurate guidance tailored to each customer’s needs.

Kenntnisse

Customer support

Crypto familiarity

Problem solving

Verbal communication

Written communication

Zendesk experience

Tools

Zendesk Support

Zendesk Guide

Zendesk Chat

Jobbeschreibung

Gemini in Singapore is seeking a Credit Card Support Associate to deliver exceptional customer service and resolve inquiries in a fast-paced environment. You will be the primary point of contact for cardholders, guiding them with empathy and accuracy.

The ideal candidate brings 3–4 years of customer support experience, familiarity with crypto, and hands-on experience with Zendesk (Support, Guide and Chat). The role requires strong communication skills and willingness to work flexible hours,