Job Description

Instarem is part of Nium, a next-generation financial services platform that enables companies around the world to unlock new revenue opportunities and improve cash flow economics. Nium is the leader in real-time global payments and the fastest way to send money across borders. At Nium, we operate at the intersection of an increasingly interconnected world, where the traditional finance industry has been disrupted, and on-demand is in demand. Our payments infrastructure is leading a transformation in payments, enabling anyone, anywhere to make and receive payments instantly, regardless of the location or currency. We currently support:-Regulatory Licenses and Authorizations in 40+ Countries, enabling seamless onboarding, rapid integration, and compliance-190+ Pay Out Markets \xe2\x80\x93 100+ in real time-35+ Pay In Markets-30+ Card Issuance Markets-100+ Supported CurrenciesWe are co-headquartered in San Francisco and Singapore, with regional offices in Australia, Brazil, Hong Kong, India, Indonesia, Japan, Lithuania, London, Malaysia, Malta, Netherlands, and UAE.As a a part of Customer service Intern- you will play a crucial role in ensuring that our customers receive exceptional service and support. You will be responsible for monitoring and evaluating the quality of interactions between customers and our support team members. Through careful analysis and feedback, you will help identify areas for improvement and contribute to the overall enhancement of our customer experience.Roles and Responsibilities:Monitoring Customer Interactions: Reviewing customer interactions across various channels such as phone calls, emails, chat messages, and social media to assess the quality of service provided.Quality Evaluation: Assessing the effectiveness, accuracy, and professionalism of customer interactions based on predefined criteria and quality standards.Performance Metrics: Tracking and analyzing key performance metrics related to customer satisfaction, response times, resolution rates, and adherence to established processes.Feedback and Coaching: Providing constructive feedback and coaching to support team members based on evaluation findings to improve their performance and enhance the customer experience.Root Cause Analysis: Identifying root causes of customer issues or dissatisfaction and collaborating with relevant teams to implement corrective actions and process improvements.Documentation and Reporting: Maintaining detailed records of quality evaluations and producing regular reports summarizing key findings, trends, and recommendations. Training Support: Assisting in developing and delivering training materials and workshops to equip support team members with the skills and knowledge needed to deliver exceptional customer service.Continuous Improvement: Actively participating in continuous improvement initiatives aimed at enhancing the overall quality and effectiveness of customer support operations.Skills & Qualifications:Currently pursuing Bachelor\xe2\x80\x99s Degree with relevant experience in business/finance/marketing.Hands-on knowledge of or familiarity with MS Excel, JIRA, Confluence is an added advantage.Strong presentation and analytical skills, data-driven, and able to think critically and creatively.Data analysis and interpretation.Strategic mindset; can draw insights and conclusions across many information channels.Good problem solving skills, able to breakdown complex problems and navigate projects involving incomplete information.Strong communication and story-telling abilities.Proven experience in a customer service or support role, with a strong understanding of customer service principles and best practices Familiarity with quality assurance processes and methodologies, preferably in a customer service environment.Application InstructionsPlease apply for this position by submitting your text CV using InternSG.
Kindly note that only shortlisted candidates will be notified.

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