Customer Service Executive

About Ascenda

Ascenda helps financial services brands grow by delivering premium rewards programs that set their products apart, encourage profitable customer behaviour, and keep users engaged over time.

The company supports rewards experiences for major banks and fintech brands worldwide, including American Express, Capital One, Brex, Revolut, Ramp, HSBC, Bank of New Zealand, Virgin Money (Australia), Bradesco (Brazil), ANZ (Australia), HDFC (India), and more.

Ascenda is a fast-growing global Loyalty as a Service company with teams across 20 cities, dual headquarters in Singapore and New York, and around 250 employees. The finance function is expanding quickly, and this role is positioned as one of the early hires helping shape financial planning for the company’s growth phase.

Role Overview

This is a 1-year contract for a customer service professional who enjoys solving issues, learning quickly, and working in a busy environment. The ideal person is detail-oriented, calm under pressure, and motivated to deliver a strong customer experience.

Location for the role is Singapore. The position is fully office-based for the first 6 months to support onboarding, training, and ramp-up. After successful integration, the working model will move to a hybrid arrangement.

Key Responsibilities

• Respond to customer questions and concerns promptly through phone and email.
• Use the correct tools and processes to give customers precise and complete information.
• Manage customer complaints end-to-end and work toward effective resolutions.
• Handle escalations coming from partners.
• Go beyond standard support when needed to assist customers effectively.
• Take care of general administrative tasks, reporting, and assigned special projects.
• Develop strong, long-term relationships through clear, open, and responsive communication.

Requirements

• A minimum of a Diploma is required.
• At least 2 years of experience in a call centre handling inbound calls and emails.
• Background in a call centre setting and willingness to work Australian working-hour shifts.
• Ability to manage calls, emails, and case records at the same time without losing quality.
• Strong adaptability, resilience, enthusiasm, and comfort in a fast-moving environment.
• Self-driven and able to perform with limited day-to-day supervision.
• Positive attitude, energetic mindset, and a proactive approach.
• Strong English communication skills.
• Experience with web-based support tools such as Zendesk, Notion, and Slack is preferred.
• Alignment with Ascenda’s values: growth mindset, hands-on ownership, supportive collaboration, and radical simplicity.

Perks & Benefits

• Opportunity to grow in a high-growth environment with strong career development potential.
• Flexible, mobile-friendly work setup.
• Allowance for WFH office equipment.
• Comprehensive paternity leave.
• Medical insurance coverage.
• Competitive pay package.
• Employee rewards from Ascenda.

Additional Information

Ascenda promotes diversity and inclusion and welcomes candidates from all backgrounds. The company aims to build loyalty experiences that are simple and rewarding for everyone, everywhere.

Only shortlisted candidates will be contacted for interviews.

This is a contract position, and the role is based onsite initially before moving to a hybrid model.

Working hours include Australian working-hour shifts.