Frontline Customer Support Specialist

BULLIONSTAR PTE. LTD.; Singapore; On-site; SGD 32,000 - 48,000; Full time

Benefits offered by this job

13th month bonus

Performance bonus

Job summary

BullionStar, Singapore's leading precious metals dealer, is seeking a Frontline Customer Support Specialist to join our small, fast-moving team. You will be the first point of contact for customers via email and phone, providing accurate information about gold, silver, and vault services.

This role emphasizes thoughtful, trust-building communication, ownership of KPIs, and leveraging AI tools to draft responses and analyze tickets.

Qualifications

• Intelligent and attentive; pay close attention to detail and provide accurate answers.
• Strong initiative; identify recurring problems and drive improvements.
• Versatile; switch between conversations, operations and admin tasks.
• Great communicator; fluent English, clear and warm communication.
• AI-forward; willing to adopt AI tools to improve drafting, analysis and automation.

Responsibilities

• Represent BullionStar in every interaction with accuracy and product knowledge.
• Handle high volumes of enquiries while maintaining standard.
• Identify patterns and propose improvements based on customer feedback.
• Protect customer trust by keeping information confidential.
• Use AI and technology to draft responses and analyze tickets.

Job description

Frontline Customer Support Specialist

Compensation: S$2,700 to S$4,000/month + 13th-month bonus +up to 3 months variable bonus Work Arrangement: 5-day work week, inclusive of 1 weekend day (Saturday or Sunday)

BullionStar is Singapore's leading precious metals dealer. We sell, buy back, store, and deliver physical gold, silver, and platinum to customers worldwide - from first-time buyers to institutional investors. We operate a full-service showroom in Singapore, a comprehensive e-commerce platform, and vault storage facilities across multiple jurisdictions.

We are independently owned, founder-led, and intentionally lean. There are no layers of corporate bureaucracy here. Decisions are made quickly, everyone is close to the customer, and every person in the business has a direct impact on what we deliver. We've built our reputation on trust, transparency, and doing things properly - not on marketing spend.

We're looking for people who are drawn to that kind of environment - people who want ownership, not job titles, and who find energy in building something rather than maintaining something.

Why This Role Exists

When someone buys gold or silver, they're not buying a gadget they can return if doesn't suit them. They’re making a decision about where to put their wealth. That makes every customer interaction at BullionStar a moment of trust. A delayed response, an inaccurate answer, or a careless tone can undo years of reputation-building. This role exists because we refuse to let that happen.

We need someone who understands that customer support isn't about closing tickets - it's about making every person who contacts us feel that their money, their questions, and their concerns are in safe hands. The right person won't just answer enquiries. They'll think about why customers are asking, spot the problems behind the questions, and push for the changes that prevent those problems from recurring.

What You’ll Own

• Represent BullionStar in Every Interaction- You'll be the primary point of contact for customers across emails and phone calls. Every response you send represents BullionStar, and you'll treat it that way. Accuracy comes first - in a business where transactions involve significant sums, wrong information erodes trust fast. You'll develop deep product knowledge so you can answer with authority rather than reading from a script.
• Handle Volume Without Dropping the Standard- You'll manage high volumes of enquiries with discipline and composure. Some days will be relentless. We need someone who maintains the same level of care on the fiftieth email as on the first. You'll take ownership of your own KPIs and contribute to team performance targets without needing to be chased.
• Think Beyond the Ticket- You'll notice patterns - the same question coming up repeatedly, a process step that confuses customers, a product page that's unclear. When you spot these, you won't just note them - you'll come with recommendations and work with the team to implement improvements. Customer support data is one of the richest sources of insight in any business, and we want someone who sees it that way.
• Protect Customer Trust- You'll uphold the confidentiality of customer information at all times. Our customers trust us with sensitive financial data, and that trust is non-negotiable.
• Use AI and Technology to Do Better Work- Whether it's using AI to draft faster responses, analyse customer sentiment, identify trends in support tickets, or automate repetitive tasks - we want someone who sees these tools as a way to raise the bar, not a threat to their job. You'll experiment, learn, and integrate what works into your daily routine.

Who We're Looking For

We care far more about who you are than what's on your CV. The right person will have most or all of the following traits:

• Intelligent and attentive.You absorb new information quickly, pay close attention to detail, and take pride in giving accurate, complete answers. You don't skim - you understand.
• Common sense.You handle unexpected situations calmly and sensibly. You don't need a policy for every edge case - you use good judgement and communicate clearly when you do.
• Strong initiative.You don't wait to be told what to improve. When you see a recurring problem, a broken process, or a better way to do something, you raise it and drive the change. You treat customer feedback as raw material for making the business better.
• Versatile.You're comfortable switching between customer conversations, operational tasks, and administrative work throughout the day. You thrive on variety and don't need a predictable routine to perform.
• Great communicator.You're proficient in spoken and written English, and you communicate with clarity and warmth. You can explain complex processes simply and make customers feel heard and valued. Fluency in additional languages is a strong plus.
• Enthusiastic.You genuinely care about delivering excellent service. You bring energy to the role and take personal pride in the quality of every interaction. A genuine interest in gold, silver, and the precious metals industry is extremely desirable.
• AI-forward.You see AI and technology as tools to amplify your effectiveness. You're willing to experiment with new tools for drafting, analysis, and workflow automation - and you're excited by the possibilities, not intimidated by them.

Formal qualifications matter far less to us than the traits above. We don't require a specific diploma or degree. If you have the intelligence, the care, and the willingness to learn, you can succeed in this role regardless of your background.

What This Role Is Not

This is not a call-centre job where you follow a script and move on to the next ticket. Every customer who contacts BullionStar is making a decision about their wealth, and they deserve thoughtful, accurate, and personal responses - not templated ones.

It's not a role where you just answer questions. We need someone who thinks about why customers are asking, identifies the root causes, and helps improve the business based on what they learn from the front line.

It's not a role for someone who needs constant supervision or hand-holding. You'll have support and guidance, but we expect you to take ownership of your work, manage your workload, and hold yourself to a high standard without someone looking over your shoulder.