Toss Spins Off Customer Support Team of Over 100 Members to Establish Separate Affiliate
Customer Support Role 'Customer Hero' to Hire Over 100 by Year-End
[Asia Economy Reporter Kiho Sung] Viva Republica, the operator of the mobile financial service ‘Toss,’ will establish Toss CX, a non-face-to-face financial consultation specialized subsidiary, within this month.
On the 13th, Viva Republica announced the launch of Toss CX by spinning off the non-face-to-face customer consultation organization into an independent corporation. Toss CX is a wholly owned subsidiary of Viva Republica.
The name Toss CX signifies an organization that protects customer touchpoints, expanding consultation services beyond customer service (CS) and customer happiness to new customer experiences.
As the customer consultation team rapidly grew from 50 members at the beginning of last year to 100 members currently, Toss made this decision to cultivate financial expert consultants and provide high satisfaction in non-face-to-face consultations.
Going forward, Toss aims to become a fintech and financial CS specialized company, promoting specialization in customer consultation for Toss itself and its affiliates. Internally, dedicated teams for each affiliate will be newly established, and revenue will be generated from consultation consignment contracts related to these affiliates.
The CEO position will be held by Heejin Kang, former CH (Customer Happiness) Division Head, who has been involved in establishing the customer consultation organization at Toss. CEO Kang joined the Toss team in February 2017 and has contributed to the growth of the customer consultation organization with over 10 years of experience and expertise in the field.
With the spin-off of the CH Division and the expansion of affiliate services, a large-scale recruitment of about 40 ‘Customer Heroes,’ the customer consultation workforce, will be conducted. Toss CX plans to hire more than 100 Customer Heroes by the end of this year.
Customer Heroes will handle financial service consultations not only for Toss but also for all Toss affiliates via phone and online, with recruitment based on full-time employment.
The starting annual salary for new hires is 35 million KRW (30 million KRW during the 6-month probation period), which is among the highest in the industry. Additionally, various benefits are provided, including ▲ financial CS-related training ▲ performance bonuses based on semi-annual team results ▲ cash welfare benefits worth approximately 3 million KRW annually ▲ company group insurance and annual comprehensive health checkups ▲ paid refresh leave of one week after one year of service and one month after three years ▲ lunch and dinner allowances ▲ free use of in-house cafes, convenience stores, and hair salons.
Anyone interested in building expertise in non-face-to-face financial consultation services, regardless of career or educational background, can apply. Applications are accepted from today until the 27th through the Toss recruitment page. Successful Customer Heroes will join by May.
Heejin Kang, the new CEO of Toss CX, said, “As Toss services diversify and become more advanced, customer expectations for professional CS are increasing, leading to the establishment of a specialized non-face-to-face CS company centered on mobile services. Through in-house training, employees can become experts in customer consultation and grow alongside the best colleagues.”
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