Customer Service Operations Officer - Operations, MariBank (Contract)

Monee SG Private Limited; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

Monee SG Private Limited is a leading digital payments and financial services provider in Southeast Asia, offering mobile wallets, payment processing, credit, banking, and insurtech solutions.

The role involves following up with customers through call, email, and chat, handling complex cases from start to finish, and coordinating with internal teams to ensure timely resolution while maintaining data confidentiality. Rotating shifts including weekends and public holidays are required.

Qualifications

• Diploma or Bachelor’s degree in any field.
• Minimum 1 year of customer service experience in a call centre.
• Experience in financial services (banking/insurance) is advantageous.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage time effectively.

Responsibilities

• Handle follow up across call, email, and chat to resolve customer inquiries.
• Manage complex cases including complaints and escalations end-to-end.
• Collaborate with internal teams to ensure timely resolution of escalations.
• Aim to achieve personal and team KPIs.
• Ensure confidentiality of customers' data and comply with policies.
• Follow procedures, guidelines and policies.

Skills

Communication

Multitasking

Shift work

Education

Diploma/Bachelor’s degree in any field

Job description

About Monee

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

• Conduct follow up over different channels including but not limited to call/email/chat to resolve customers' enquiries and requests in an effective and efficient manner
• Manage complex cases, such as complaints and escalated cases, from end-to-end
• Work closely with internal teams on escalated cases to ensure timely and quality resolution
• Achieve personal and team Key Performance Indicators
• Ensure confidentiality of the Bank’s customers and data
• Follow communication procedures, guidelines and policies
• Perform other related duties as required

• A Diploma/Bachelor’s Degree in any field
• Preferably with at least 1 year of customer service experience in a call centre/contact centre environment
• Experience in the Financial Services industry (such as Banking or Insurance) will be an advantage
• Excellent communication (verbal and written) and interpersonal skills
• Ability to multitask, prioritise and manage time effectively
• Comfortable to work rotating shift hours including weekends and Public Holidays