Job Description

As Customer Care Executive, you own the after sales experience. You’ll provide excellent customer service by supporting a wide range of pre- and post-sales responsibilities. Responsibilities include order maintenance, problem resolution, customer service, technical support and broad support for issues pertaining to shipping, billing, accounts, and order management. You’ll also innovate to improve the customer journey and increase efficiency.

i. Roles and Responsibilities

Responsibilities may include but are not limited to:

• Provide pre and post sales customer service support / troubleshooting support through various online and social media platforms
• Liaise with other teams as required to resolve requests/issues in a timely manner
• Ensure proper documentation, notification, escalation, tracking and follow up of all tickets
• Synthesise customer feedback and propose actionable plans to enhance products and customer experience
• Communicate clearly the progress of monthly/quarterly initiatives to stakeholders
• Assist with additional core tasks including administrative and/or any other duties as assigned

• have at least a Degree or equivalent in any field
• have at least 2 years of related working experience
• have excellent written and oral communication skills in English and Chinese
• are passionate about creating best in class customer experience
• are proficient with CRM software such as Freshdesk and Front
• effortlessly engage and explain step by step solutions with patience and an approach tailored to each individual customer
• provide incredible customer experience through email as well as live, interactive media (e.g. live chat, messaging, Instagram, Facebook, Discord etc.)
• enjoy analysing, isolating and resolving a variety of complex issues
• manage your time well and adapt quickly to changing systems and situations
• demonstrate critical attention to details, capability to manage and prioritise competing tasks
• are proficient in Microsoft and Google software applications, including Word, Excel and Powerpoint

• experience in analysing metrics and data-driven decision-making
• experience in customer support for hardware and/or software products
• fluency in other Asian languages