Customer Experience Specialist

About the role

Trust is a digitally native bank in Singapore focused on a delightful customer experience. The Customer Experience Specialist works at the Trust Experience Centre, welcoming and assisting walk-in customers with general enquiries, including Trust App navigation and information about Trust products. The goal is to help customers understand and use digital banking services confidently.

Key responsibilities

• Deliver great customer experiences in an active environment through constant personal interaction.
• Analyse customer behaviour and feedback to refine the user experience and reduce churn.
• Work closely with marketing, product and customer support teams to ensure a seamless customer journey.
• Drive service delight and process improvement initiatives to raise customer satisfaction and Net Promoter Score (NPS).
• Stay up to date with digital banking trends and apply them in customer interactions.
• Educate and help less digitally savvy customers adopt digital banking.
• Connect with customers to build lifelong relationships with Trust.

Required profile

• 1-2 years of experience in customer service; fresh graduates are welcome to apply.
• Experience in banks, fintechs or other technology startups is a plus.
• Willingness to work weekends and public holidays (5-day work week).
• Strong communication skills, approachable, a good listener and empathetic.
• Ability to learn quickly and get up to speed on all aspects of the business.