Aspire Technologies (Thailand) Co., Ltd.
About Aspire:
Aspire is reinventing banking for 39M MSMEs in Southeast Asia - 10x more than US - underserved by banks, offering an instant working capital loan disbursed within 24hrs from application and instant B2B Payment platform via Aspire Pay. Aspire processes SMEs trade data and digital footprint via more than 30 data sources to make credit decisions and it is committed to driving productive economic growth in emerging markets.
Aspire is backed by Y-Combinator - #1 startup incubator in the world - and by some of the world best VCs and Debt Funds. Aspire’s cofounders were part of Lazada founding team and its team brings together talent from more than 10 nationalities.
Customer Success
jobsDB Ref. JTH300003002097574
About the role:
At Aspire, we pride ourselves on building an amazing team. As a Customer Success Lead, you will be involved in helping develop scalable processes & grow the company. The right
person takes initiative, likes to learn & deals with integrity. Reporting to Country Manager, this is a great opportunity for someone wanting to work to make a difference to your community with talented & motivated team members in a diverse, energetic workplace;
and a company dedicated to your success, growth and advancement.
- Prepare to gain a comprehensive understanding of the product life cycle by interacting with both potential and existing customers
- Link up with other internal clients such as credit risk, finance and credit control teams in order to work toward a shared goal of delivering a speedy and excellent customer service
- Use your inquisitive mind set to evaluate and escalate risk items to protect the company and clients
- Cooperate with internal teams in operations, finance and technology to review and improve scalability and processes strategically
- Grow with the team; collect feedback from business partners and work with internal stakeholders to develop and support new markets/products.
What will you be doing?
- Handle queries from customers and partners via multiple channels
- Provide technical and product support to customers
- Verify documents provided by customers and be the bridge between Risk Management team and the customers during assessment
- Monitor loan application and guide customers from the beginning of the application process to loan disbursement
- Identify bottlenecks in the process & suggest solutions in a timely manner
- Serve as advisor to our employees by answering questions and concerns
- Conduct surveys and collect feedbacks from customers
- Conduct internal NPS survey and support internal product management
- Maintain good relationships with both customers and partners to promote customer retention and loyalty
- Develop strategies and manage the customer engagement program
What will you need?
- Sense of ownership and pride in your performance and its impact on company’s success
- Passion for start-up environment
- Analytical, critical thinker and problem-solving skills
- Team player, great interpersonal and communication skills
- Good time-management skills
Preferred skill-set:
- 2 years of experience as a Customer Support Specialist or similar role
- Thai / English proficiency