Senior Customer Experience & Engagement Associate

Customer Experience & Engagement Associate

As a Customer Experience & Engagement Associate, you will be part of a team handling customer tickets, in the form of emails, live chats, and voice calls. Our endeavor is to always delight our customers. In your application, please include a voice recording or Loom introducing yourself. Applications without this will not be considered.

Responsibilities:

1. Phone Support: Act as the first point of contact for customers via phone, providing prompt and accurate support to resolve customer inquiries and concerns.

2. Customer Delight: Continuously think of innovative ways to enhance the customer experience and create a “wow” factor for customers.

3. Ticket Handling: Efficiently manage customer tickets, including emails, live chats, and voice calls, ensuring timely and effective resolution of customer inquiries and concerns.

4. Customer Interview Outreach: Conduct customer interviews to gather feedback, identify areas for improvement, and build strong relationships with customers.

5. Abandoned Checkout Calls: Reach out to customers who have abandoned their checkout to understand the reasons for the abandonment and provide solutions to overcome any obstacles.

Requirements:

1. Strong communication and interpersonal skills
2. Exceptional English speaking and writing proficiency
3. Excellent customer service skills and the ability to handle difficult situations with empathy
4. Ability to work in a fast-paced environment and manage multiple tasks simultaneously
5. Proficiency in using customer support tools and technologies, such as Gorgias

Education: Bachelor’s degree preferred.

About Our Company

We are a Singapore-based health and wellness brand serving over 20,000 customers worldwide. In just 3 years, we have grown from zero to $10M+ in annual revenue. We have over 15 full-time team members. The majority of our team is based in Singapore and we have a growing team of remote talents based in Indonesia, Malaysia, and the Philippines. Our brand has been featured in media outlets such as The Business Times, The Peak, ICON Singapore, Channel News Asia Luxury, and AsiaOne.

Work Arrangement

This is a full-time position.
Official working hours: 9am – 6.30pm (SGT GMT+8), Monday – Friday
Weekend Duties: 1 to 2 hour customer service duties, Saturday / Sunday

(To be discussed for remote team members who operate on an 8 hour or more time difference)

Benefits

How We’re Growing With Great People

Creating The Right Environment For Growth
It’s not every day that you get to work with an eCommerce brand that sells globally with hundreds of new customers a day. This kind of fast-paced environment challenges talents to be at their best in terms of skills, mindset, and management. You will play a part in designing the infrastructure for a 7-8 figure eCommerce business. This a rare opportunity for people who love a challenge. Once or twice a year, we also have a firm-wide offsite in locations such as but not limited to Manila, Cebu, and Singapore.

We Care About Your Outcomes/ Goals
On top of that, we provide mentoring and guidance. We believe that learning and growing never stop for anyone. The best way to learn is if you have someone (a mentor or peer) to help you see the “big picture” and make more effective decisions. It’s invaluable to have a team that cares about what happens to you.

Resources For Learning And Growing
Beyond this, if there is relevant training that our team members can attend to grow themselves, we are more than happy to provide it. We invest thousands of dollars into programs and consultations with REAL experts. Not many companies believe in investing as heavily as we do in our talents. We believe it’s a must to continuously reinvest in our people.

Team Structure
We have a flat hierarchy where ideas from everyone are valued. We do not operate on seniority or experience alone. We make decisions that drive toward our goals and we chase our goals as a team.

Career Progression
Our progression structure is based on merit, contribution, and performance. Some might move faster while others require time. It’s purely up to the individual how fast they want to grow. We guide and create opportunities that fit your goals.