Customer Experience Specialist

6 days ago

Malaysia Pace Enterprise Full time

In addition to supporting customers, you will play a pivotal role in helping the business learn from each interaction and enhance our products and services to deliver a seamless experience. If you’re excited about this opportunity and like working in a start-up environment, we’re keen to speak with you

What you’ll do:
Deliver exceptional customer service
- Manage and resolve issues effectively to reduce repeat contacts and escalations
- Review and respond to complaints and disputes in a timely manner, ensuring empathy and professionalism in all interactions

Drive continuous improvement
- Document and classify customer interactions accurately to help identify trends
- Share pain points and emerging issues promptly with stakeholders
- Work proactively with cross-functional teams (Engineering, Sales, Marketing, Finance and Legal) to effectively resolve thematic problems - identifying opportunities and possible solutions
- Constantly review processes and policies with management to maintain consistent customer delight and trust

Develop expertise
- Develop in-depth knowledge on product features, local regulation and financial processes and policies
- Generously share learnings through clear documentation
- Take a proactive approach to understand root causes and pain points

What we look for
- 2+ years of experience in a customer support role, preferably in financial services or online marketplace
- Self-starter with good judgement and problem-solving skills
- Independent and highly motivated to resolve issues with mínimal instructions or supervision
- Enjoys working in a collaborative environment and values team cohesion
- Self-driven to continuously work towards a positive outcome
- Good communication and writing skills in English with attention to details, brand tone and voice
- Native proficiency in an Asian language (written and spoken)
- Preferred languages: Mandarin/Cantonese, Thai, Vietnamese, Japanese or Korean)
- Willing to support operation functions on evenings, weekends and public holidays

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