Pace (https://pacenow.co) is Asia's alternative payment and financing platform, built to expand the financial ability of consumers and companies.
Pace is developed by a founding team of seasoned serial entrepreneurs and operators. The CEO of the company has founded 3 startups (with successful exits) across Silicon Valley and Asia. Backed by one of the largest venture capital firms from Southeast Asia, the company is headquartered in Singapore.
We don’t want interns that wait for someone to tell them what to do. We want you to be the spirit and voice of Pace, by representing the company’s benefits and offerings to the wider market and contribute to Pace’s employee culture, by bringing individuality and diversity to the company
Pace is currently operating in Singapore, Malaysia, Hong Kong & Thailand and is rapidly expanding in Asia Pacific. Pace will be expanding to Japan, Korea, Taiwan (by H1 2022) and the rest of Southeast Asia (by end 2022). As an intern, you will be exposed to our cross-boundary operations through direct connections with country GMs, managers and representatives at all levels. Some positions will also involve setting up operational processes for the new regions, as well as directly speaking with clients and customers from these regions. The Pace internship experience is not bounded by the country you are based in, but rather a choice to make this experience truly your own, with international exposure.
CUSTOMER EXPERIENCE INTERN
Are you passionate about delivering exceptional service and breath customer centricity?
Our business is expanding and we are on the lookout for interns who are agile, take pride in their work and enjoy going above and beyond!
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! Drop us an email with your resume and we’ll get in touch shortly.
WHAT YOU’LL LEARN TO DO
Deliver exceptional customer service
Assist merchants and shoppers resolve pre/post purchase problems or assist them on using Pace products and services via multiple channels (e.g. email, phone, live chat and messenger app)
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 solutions
Constantly review processes and policies with management to maintain consistent customer delight and trust
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
Converse directly with Pace customers and users from all countries, the CX team does not work in silo or by country, whenever there is a support correspondence, through email, chat or calls
Work directly to train customer support outsource centre, and provide contextual, cultural and product knowledge training to the overseas partners
Assist the collections team in working out various payment plans for customers who are unable to pay their instalments, acting as the Pace liaison between overseas customers and Pace HQ staff
Good communication and writing skills in English with attention to details, brand tone and voice
Native proficiency in Traditional Chinese/Cantonese, Thai, Japanese or Korean
Self-starter with good judgement and problem-solving skills