Job Description

VIVIFI is currently hiring for dynamic and collaborative customer service!


The email/social media support role is a proactive team player with exceptional problem-solving skills, who enjoys helping customers with product related questions and issues.





Our CSOs will be empowered to solve problems independently or collaboratively and make decisions that they consider to be in the customer's best interest. The successful CSOs are confident in VIVIFI product knowledge. They are computer savvy and pick-up new computer technologies/tools with ease. To succeed in this role,

proficiency in written English is mandatory.

We develop meaningful relationships with our customers by listening, empathizing and delighting them in new, unexpected ways. Innovation, optimism and trust guide us in all that we do, from the way we conduct ourselves to the way we engage with our customers.

About the company

At VIVIFI, you will be part of a dynamic environment that supports interdepartmental collaboration, fuels creativity, and provides you with an opportunity to take ownership and play an intricate part in our company's success.


VIVIFI is a Singapore-based mobile virtual network operator (MVNO) since 2019. We are known for non-contract sharing mobile plans for families, and value for money mobile plans for individuals. We offer both 4G and 5G mobile plans.

Role and Responsibilities

Learning and maintaining knowledge of new and existing product features or issues Troubleshooting technical issues by researching and/or collaborating with other team members to provide feedback and solutions to customers Responding to high volume of emails and social media comments/chat inquiries while delivering excellent customer service and managing customer expectations Write comprehensive support related, pre and post delivery emails to customers Willing to take on weekend and public holiday work duty

Requirements

Experience in email support, social media comments, live chat. Proven record of delivering exceptional customer service while maintaining a professional, calm, and positive attitude Knowledge of customer experience lifecycle. Interpersonal skills to work with a variety of internal teams Advanced knowledge of written email etiquette Excellent written communication skills on emails and live chats Ability to thrive and learn quickly in a lively work environment Comfortable with services and tools such as Zendesk and Facebook Business Suite * Ability to work both independently, as well as with a team.