Customer Service Executive

ADDX; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading private market exchange in Singapore is seeking a Customer Service Associate to provide exceptional customer support for B2C clients. This role involves addressing customer inquiries, resolving operational issues, and maintaining records in Salesforce. Ideal candidates will have 3+ years of experience in customer service, preferably in the financial sector, and strong communication skills. Proficiency in English is required, and fluency in Mandarin is a plus.

Qualifications

• 3+ years of experience in customer service or related field.
• Experience in financial/fintech industry preferred.
• Passion for delivering exceptional customer service.

Responsibilities

• Serve as the primary point of contact for clients.
• Respond to inquiries via phone, email, and chat.
• Maintain accurate records in Salesforce.

Skills

Customer service experience

Active listening

Strong communication skills

Analytical abilities

Problem-solving

Time management

Team player

Tools

Salesforce

Job description

Who are we?

We are ADDX, the entry point into private markets, and we aim to democratize private market investments. As a team, we strive to build a future where everybody can access financial ecosystems easily, fairly, and safely. Our team’s belief is that real economies benefit when capital flows freely and efficiently, especially in the private market space.

Why join us?

• We have built the world’s first fully regulated platform for digital securities, licensed by the Monetary Authority of Singapore (MAS).
• ADDX is a global private market exchange headquartered in Singapore. To date, ADDX has listed more than 60 deals on its platform and worked with blue‑chip names such as Hamilton Lane, Partners Group, Investcorp, Singtel, UOB, CGC‑CIMB, as well as Temasek‑owned entities Mapletree, Azalea, SeaTown and Fullerton Fund Management.
• The full‑service capital market platform has raised a total of US$140M in funding since its inception in 2017.
• We are backed by companies such as Singapore Exchange (SGX), the Stock Exchange of Thailand (SET), Temasek subsidiary Heliconia Capital, Japan Investments Corporation, the Development Bank of Japan (DBJ), UOB, KB Securities, Tokai Tokyo Financial Holdings and Hamilton Lane.

Customer Service Associate

Summary The Customer Service Associate at ADDX will focus on the B2C client segment, playing a crucial role in providing exceptional customer service and support to our clients. This role will serve as the primary point of contact for customers, addressing their inquiries on onboarding, investments, resolving issues and ensuring their overall satisfaction.

Key Responsibilities

• First touchpoint for newly onboarded clients: welcome new clients with welcome kit; guide them on how to set up their wallet and navigate app and offerings; explain fees, subscription process and secondary trading platform; tag them to the relevant Client Account Manager.
• Customer support: respond promptly and professionally to customer inquiries via phone, email, chat, digital tools (excluding investment queries).
• Provide accurate information about onboarding and company policies.
• Assist customers and ADDX Client Account Managers in resolving operational problems efficiently.
• Issue resolution: investigate and analyze customer operational concerns, provide effective and timely solutions; collaborate with internal teams such as technical support or sales to resolve complex issues.
• Documentation and reporting: maintain accurate records of customer interactions and issue resolutions in Salesforce; generate regular reports on support metrics such as response time, resolution time and customer satisfaction; identify trends and patterns to assist in process improvements.
• Business knowledge and proactive follow‑up: develop understanding of ADDX service initiatives, stay up to date with new features; engage with clients, channel potential sales opportunities to client account team; ensure knowledge of promotions for proactive follow‑up; communicate customer needs and suggestions to the Head of Consumer Group and relevant team members.
• Continuous improvement: seek opportunities to improve customer service processes and procedures; establish trust with clients; act as a reliable point of contact, demonstrate empathy, patience and professionalism.
• Proactively identify opportunities to enhance the customer experience.

Requirements

• 3+ years of experience in customer service or a related field. Familiarity with customer support software and ticketing systems is desirable.
• Experience in the financial/fintech industry preferred.
• Excellent active listening skills to understand customer needs and provide appropriate operational solutions.
• Passion for delivering exceptional customer service and a genuine desire to help customers succeed; ability to remain calm and composed when dealing with challenging situations or difficult customers.
• Strong communication skills with the ability to articulate in a clear and concise manner.
• Strong analytical and problem‑solving abilities to assess customer issues and provide effective solutions, with creative adaptation to unique requirements.
• Excellent time management and organizational skills to manage multiple inquiries and prioritize tasks effectively; ability to work efficiently in a fast‑paced environment and meet deadlines.
• Team player with a demonstrated ability to collaborate with cross‑functional teams and contribute to a positive team environment; willingness to share knowledge, learn from others, and support team members.
• Basic understanding of financial services, products, and technology platforms; familiarity with software applications and online platforms.
• Proficient in written and spoken English; fluency in Mandarin a plus.

Due to our limited capacity, we regret that only shortlisted candidates will be notified.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.