[ARCHIVE] Atlas Customer Care + Admin 2.1

Team
– Customer Care

Working hours (GMT+8, Singapore)
– 4 days: Wed, Thu, Fri, Sat (9AM -> 9PM)
– 4 days: Sun, Mon, Tue, Fri (9AM -> 9PM)
(Or otherwise communicated)

Working location
– Remote

Company description
– Atlas is building the operating system for restaurants. Atlas is the easiest way to start, run and grow any restaurant online and offline. We are the team that previously built Grain, a venture-backed online restaurant, to millions in revenue. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others. Click to view

Mission/Description
Provide world class customer care and create WOW experiences. Be the secret weapon of the company.

Outcomes
– Achieve NPS (Net Promoter Score) of 90.
– Achieve <3 mins wait time for callers. - Achieve <30 mins customer response rate. - Achieve average resolution time of <1 hour. - Write everything that needs to be done or remembered down (Paper/Asana). - Process 100% of tasks/messages every day (Whatsapp, Asana, Slack, Gmail). Competencies/Requirements - Proven customer support experience or good ability to learn. - Strong phone contact handling and active listening. - Familiarity with CRM systems and practices. - Focus on delighting customers. Be maniac about customer experience. Does the CEO pay the bill? People Ops (HR)? No! The customers pay the bill. An excellent way to achieve this is to understand the problems our customers are facing intimately, treat them the way we would like to be treated, and make products we will actually use ourselves. - Have abnormally high standards. Hold yourself and everyone to the highest standards. Care about every single detail. Every detail matters when you want to achieve greatness. Good standards are contagious. (Unfortunately, bad standards are too). - Be extremely reliable. Always do what you say you will do. This is the best way to build up trust quickly. Be on time and present. Don’t give bullshit excuses. Don’t make the same mistake twice. - Disagree and commit. Have conviction and fight for what you believe in. Respectfully challenge decisions. Do not compromise for the sake of social cohesion. Once a decision has been made, commit wholly to make it work. - Make others successful. Put others ahead of yourself. We will get a lot more done if we don’t care who gets the credit. Genuinely want success for others and go out of your way to help them achieve it. Don’t wait for someone to ask for help or recognition. Giving is often better than receiving! - Attention to detail. Does not let important details slip through the cracks or derail a project. - Grit. Demonstrates tenacity and willingness to go the distance to get something done. - Work ethic. Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. - Communication. Speaks and writes clearly and articulately. Responsibilities - Manage large amounts of incoming phone calls. - Generate sales leads. - Identify and assess customers’ needs to achieve satisfaction. - Build sustainable relationships and trust with customer accounts through open and interactive communication. - Provide accurate, valid and complete information by using the right methods/tools. - Meet personal/customer service team sales targets and call handling quotas. - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. - Keep records of customer interactions, process customer accounts and file documents. - Follow communication procedures, guidelines and policies. - Take the extra mile to delight customers. - Any other ad hoc tasks as assigned from time to time. What’s in it for you - Work with a fast growing, at the same time, lean and mean team, to make real world impact. - Have a lot of ownership and drive your own results and progression. - Smart people who sweat the details and push for the highest standards. - Training and in-house opportunities to help you grow. - Other benefits include a competitive compensation package and birthday leave. Interested? Write in to Click to view * Before you write in, read this first: Click to view/Atlas-is-hiring-10X-people-be57413d013f441fa02a6afc856ea04b * Make sure you have a proper cover letter. Prefer this to be in the email body, instead of a separate attachment that we may not open up. [Tips on how to write a good cover letter: Click to view/SahilBloom/status/13Click to view1382022] * Include your CV or LinkedIn profile * Anywhere in your cover letter, include the words “zebra” and “light sabre”. * Very importantly, we do not reply to first emails — we like hustlers — so follow up within 24 hours after your first email. (Increases chances of a reply by 3X).