Customer Support Associate

Secretlab; Singapore; On-site; SGD 3,000 - 4,200; Full time

Job summary

Secretlab is seeking a customer support professional to service a global customer base across 60+ countries. You will ensure world-class support and build strong brand loyalty through tactful, product-savvy assistance.

The role emphasizes proactive communication, knowledge of multiple products, and coordination with overseas logistics partners to resolve issues and ensure satisfaction.

Qualifications

• Diploma or higher required.
• Strong written and spoken English with excellent email etiquette.
• Customer-centric mindset focused on delivering brand experience.
• Ability to handle diverse customer inquiries and issues.

Responsibilities

• Manage daily customer relations for local and overseas customers.
• Respond to large volumes of inquiries via email, live chat, and phone.
• Acquire product knowledge to assist customers across regions.
• Own customer inquiries and ensure timely resolution and follow-up.
• Document issues and coordinate post-sale servicing/warranty actions.
• Perform ad-hoc tasks as needed.

Skills

Customer service

Written English

Email writing

Communication

Empathy

Education

Diploma

Job description

Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.

You will be a valued member in our world-class customer support team, responsible for ensuring impeccable support for our global customer base across more than 60 countries. The incumbent will be responsible for enhancing Secretlab’s brand awareness and loyalty, approaching each valued customer with tactfulness and an expert understanding of our products and services.

Our Customer Support team is an integral function in ensuring the success of both Secretlab and our collaborative efforts with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.

Responsibilities

• Responsible for daily customer relations to support Secretlab’s vision of providing unparalleled world-class customer service support to both local and overseas customers. You will also be required to liaise with multiple overseas logistics partners to resolve issues.
• Provide quality customer service, including interacting with customers, answering large and complex volumes of customer enquiries/issues via email(80%), live-chat and over the phone ensuring customer satisfaction.
• Acquire multiple product knowledge to enhance ability to understand customer needs across different products and regions.
• Take ownership of customers’ inquiries and issues by following through effectively and efficiently to ensure timely resolution, as well as following up and handling post-sales servicing/warranty related issues.
• Documentation of issues, as well as following up and arrangement of post-sales servicing/warranty related issues.
• Daily ad-hoc tasks. Additional job scopes and responsibilities to be taken on with time, based on strength and performance.

Requirements

• Possesses at least a Diploma/Advanced/Higher/Graduate Diploma in any field. Very strong proficiency in written and spoken English with excellent email writing and etiquettes.
• Able to communicate effectively on both technical and non-technical topics to customers and team members.
• This role requires someone who is innately customer-centric, passionate about creating great brand experience & understands how customer engagement is crucial for the brand’s growth and loyalty.
• Possess emotional maturity and passion for customer service
• Decisive, action-oriented, results-focused, able to work independently and able to handle diverse situations.
• Driven and customer-oriented - with the ability to adapt/respond to different types of characters. You need to be tolerant, exhibit empathy and be patient.
• Work experience in the customer service sector is a major plus.