hoolah is Asia's leading omni-channel buy now pay later platform. Headquartered in Singapore we are live in Singapore, Malaysia and Hong Kong and expanding rapidly. We help merchants in Asia to solve the critical challenges of generating new customers, getting them to return, conversion and basket size by driving consumer affordability - responsibly. Consumers can enrich their lifestyles - whatever that means to them and worry less about price to buy the things they want or need by paying over a short duration aligned to their budgeting and salary cycles. There is no interest charged ever and no hidden costs. Merchants now have a more cost effective and data rich way to drive affiliate marketing, loyalty, conversion and increase their basket sizes by utilizing the hoolah, Buy Now Pay Later solution. We focus on the consumer and the merchant journey to bring a new type of solution and greater outcomes for our customers. hoolah. Creating mutual value through responsible affordability.
It is currently operating in Singapore, Hong Kong and Malaysia with plans to expand further throughout SE Asia.
#hoolahganlife
• Culture is important to us - we work hard, have fun and enjoy the challenge with a great team of focused, ambitious hoolahgans
• High growth environment
• Work Remote: WFH - Temporarily due to COVID-19
Customer Experience Specialist (Malaysia, Singapore)
Due to our rapid growth we are looking for an experienced customer experience specialist to handle all customer related touchpoints while also managing merchant support related issues. The role will manage/be responsible for all customer and merchant related activities through all appropriate avenues.
You will have successful experience in a similar role with collections experience and the ability to look at best ways of doing things in a fast paced, high volume business.
If you are interested please make sure you share a CV. It's a starting point for us which we would like to see how your background relates to what we are looking for - it will preferably be designed around our requirements.
The Role
Deliver outstanding and consistent customer experiences across multiple touch points
Adhere and ensure that KPIs are consistently met
Engage and manage complaints/feedback promptly, investigate cases thoroughly and work to provide appropriate solutions; follow up to ensure resolution
Provide constructive feedback on customer experience, pain points and areas of improvement as well as trends to better understand customer voices
Assist and resolving merchant related issues promptly
Other administrative ad-hoc duties as assigned by direct Manager
Key Requirements:
Excellent communication and listening skills with the ability to empathize and provide solutions to the customers
Experience in customer support, no unbound calls, only live chats and email handling.
Strong organizational skills, ability to multi-task and detail oriented
Strong systems adaptability (Zendesk, Freshdesk, Intercom knowledge preferred)
Able to commit both weekends and evenings
Must be able to speak and write cantonese to attend to Hong Kong customers
Related Job Searches:
- Company:
Hoolah Singapore Pte Ltd - Designation:
CX Specialist (Cantonese Speaking) - Profession:
Customer Service / Communications - Industry:
Others