Job Description

Syfe is one of the fastest growing digital investment platforms in APAC. We provide a holistic investment solution for retail users - from passively managed wealth portfolios which are personalized and diversified using proprietary algorithms to active trading of single stock securities. Our mission is to enable sophisticated investing at a low cost. In July 2021, we closed a USD30 million Series B funding round led by Valar Ventures, just 9 months after raising Series A. Our existing investors followed on their original investment in a short time frame, which speaks volumes about our rapid growth and our future ahead. Moving forward, we will accelerate our expansion across geographies, launch new products and grow our team. The Syfe team consists of industry experts from finance, e-commerce, and technology. We come from startups as well as large corporations. Excellence in execution is in our DNA. We aim to become Asia Pacific’s largest Digital Investment Platform by leveraging technology to provide a superior investing experience for our customers. Syfe was named Best Digital Advisory Solution at DigFin Group Innovation 2021 and Top Startups to look out for in 2022 by TechCrunch.

The Right Profile

The Client Service team serves as the voice behind Syfe’s brand. As the first line of service and support for our clients, our Client Service Managers work closely with internal stakeholders to ensure an optimised client experience at each touch point. As a Client Service Manager, you will be responsible for providing world-class customer service, solutions and support to our clients. We are looking for individuals who are enthusiastic, quick-thinking, and willing to go the extra mile to provide an exceptional client experience.

Key responsibilities

• Serve as single point of contact for client queries and engage clients to gain a full understanding of client service needs and gaps
• Take ownership of assigned client support tickets and ensure prompt resolution to all client inquiries and issues
• Work closely with internal stakeholders to deliver customer service that exceeds client expectations
• Adapt and select appropriate templates for responses to repeated issues
• To craft professional responses to clients based on understanding of internal processes and product offerings
• To resolve clients’ issues based on understanding of internal process and reach out to internal stakeholders if required
• Understand and adhere to escalation matrix for complex or high priority issues
• Demonstrate exceptional prioritization and time management skills and, through escalating when appropriate, maintain and enhance long-term client relationships
• Continually build familiarity and knowledge of Syfe’s product offerings and become the domain expert on the usage of all features within the app
• Adhoc projects may be allocated from time to time
  

Requirements

• 3 - 5 years of previous experience in a role with a strong client management focus preferred
• Experience using Zendesk or an equivalent customer service software preferred
• Financial services experience preferred but not required
• Excellent command of written and spoken English
• Mandarin speaking preferred
• Able to work independently/remotely and also as a team player
• Have a can-do approach to resolving client requests
• Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive
• Strong communication and interpersonal skills