Customer Support Analyst (B2C) at SeamlessHR Limited

Job Summary

• As a Customer Support Analyst, you will be responsible for providing support for employees with benefit-related inquiries, requests, and complaints while proactively engaging eligible employees to drive awareness and adoption of our financial products.

Job Details

Key Responsibilities

• Provide customer support across phone, email, and chat channels.
• Proactively engage eligible employees and guide them through product applications.
• Escalate and follow up on complex operational, technical, or product-related issues.
• Maintain accurate customer records and case documentation in the CRM.
• Identify recurring issues and contribute to support process improvements and knowledge resources.

Success Metrics

• Customer Satisfaction (CSAT), response time, and resolution time.
• SLA adherence, ticket/call volume management, and follow-up completion.
• Outreach conversion, application completion, and product adoption rates.

Requirements

• Minimum of 2 years' experience in B2C customer support or a customer-facing role.
• Experience in fintech, financial services, or employee benefits is an advantage.
• Strong communication, problem-solving, and objection-handling skills.
• Comfortable with outbound engagement and target-driven environments.
• Experience using CRM tools and maintaining customer records.

Seamstar Persona:

• To successfully become a Seamstar, you will have to:
• believe in our vision and mission;
• be smart and result-oriented;
• be honest;
• be respectful;
• be a good communicator;
• be kind, yet firm when necessary;
• be a good team player; and
• know how to have fun and be willing to partake in team-bonding activities.