Customer Experience Specialist: Escalations & Feedback

GETGO TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading carsharing platform in Singapore is seeking a Customer Support Specialist responsible for managing customer disputes, enhancing service quality, and ensuring customer satisfaction. The ideal candidate has a minimum of two years of experience in customer support technology, excellent communication skills, and a passion for serving users. This role offers the chance to be part of a fast-growing team focused on creating a sustainable mobility ecosystem.

Qualifications

• At least two years of experience in level 1 and 2 escalation support.
• Highly responsible with a strong bias for action.
• Excellent verbal and written communication skills.

Responsibilities

• Review and respond to customer disputes and escalations via email.
• Assist in consolidating customer feedback to improve services.
• Process customer refund/reimbursement requests promptly.
• Create and review FAQ articles for users.
• Oversee customer satisfaction on dispute resolution.
• Respond to social media comments and queries quickly.
• Attend to urgent cases such as accidents and breakdowns.
• Conduct surveys for in-depth customer feedback.

Skills

Email communication

Customer service platforms

Problem-solving

Customer satisfaction focus

Tools

Intercom

Zendesk

Job description

A leading carsharing platform in Singapore is seeking a Customer Support Specialist responsible for managing customer disputes, enhancing service quality, and ensuring customer satisfaction. The ideal candidate has a minimum of two years of experience in customer support technology, excellent communication skills, and a passion for serving users. This role offers the chance to be part of a fast-growing team focused on creating a sustainable mobility ecosystem.