Customer Service Executive (Contract)

Company Overview

Ascenda powers growth for leading financial services brands worldwide with premium rewards programs that drive profitable customer behaviors and sustained engagement. We support major banks and fintechs globally and operate from dual headquarters in Singapore and New York.

Job Summary

We seek a customer service-driven individual to resolve customer issues, learn continuously, and grow with our team. This role suits someone detail-oriented who thrives in fast-paced environments and enjoys problem-solving.

Responsibilities

• Resolve customer queries promptly via phone and email using appropriate tools and methods
• Provide accurate, complete information to customers to ensure clarity and satisfaction
• Manage and resolve customer complaints effectively to maintain positive relationships
• Handle partner escalations professionally to support service quality
• Perform general administration, reporting, and contribute to special projects as needed
• Build sustainable relationships of trust through open, interactive communication
• Adapt to Australian working hour shifts as required to meet business needs
• Multitask by managing calls, emails, and case documentation simultaneously to maintain service quality
• Demonstrate enthusiasm, resilience, and adaptability in a fast-paced environment
• Work independently with minimal supervision while maintaining motivation and productivity

Required competencies and certifications

• Minimum Diploma holder
• Minimum 2 years’ experience in a call centre handling inbound calls and emails
• Excellent communication skills in English

Preferred competencies and qualifications

• Prior exposure to web-driven environments such as Zendesk, Notion, and Slack
• Strong alignment with Ascenda’s core values: growth mindset, hands-on ownership, supportive collaboration, and radical simplicity

Other Information

• Location: Singapore
• Working Arrangement: Office-based for the first few months for onboarding, training, and ramp-up; transitions to hybrid model upon successful integration