Customer Care Representative

Grain is a multi-brand online restaurant that uses data and a tech-enabled network to serve food to customers. Grain’s mission is to improve lives through meaningful food experiences. Present in Singapore and Thailand, and FT Asia-Pacific High-Growth Companies 2021, Singapore’s Fastest Growing Companies (by The Straits Times and Statista) and LinkedIn Top Startups. Investors include The Lo & Behold Group, Openspace Ventures, Singha, X-Inc, Koh Boon Hwee and Cento Ventures. Click to view/.

We’re looking for someone to provide world-class customer care and create WOW experiences.

Responsibilities:
– Manage large amounts of incoming phone calls.
– 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.
– Generate sales leads.
– Provide administrative support to the sales team.
– Work in 12-hour shifts, 4 days a week.

Requirements:
– Proven customer support experience or good ability to learn.
– Strong phone contact handling and active listening.
– Familiarity with CRM systems and practices.
– Ability to start and get things done.
– Attention to detail.
– A team player who works effectively in a team-based organisation, collaborates cross-functionally, and builds support and alignment around goals and objectives.
– Focus on delighting customers. Does the CEO pay the bill? No! The customers pay the bill.
– Pursue excellence. Hold yourself and everyone to the highest standards. Care about every single detail. Every detail matters when you want to achieve greatness.
– Be extremely reliable. Always do what you say you will do. Don’t give bullshit excuses. Don’t make the same mistake twice.
– 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.
– Fast and reliable internet connection.