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Executive, Service Excellence
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
Tools
GetGo is Singapore’s largest and fastest-growing carsharing platform that enables everyone with the freedom to drive without the burden of ownership. Our vision is to be APAC’s #1 carsharing platform as we seek to create a mobility ecosystem that's shared and sustainable for all. This is an exciting new role within our Service Excellence team that supports the GetGo Singapore community. Reporting to the Service Excellence Team Lead, you will work closely with various business functions such as Operations, Marketing, Enforcement, and Tech. You will adopt a data-driven and community-centric approach to build and nurture hundreds of thousands of customers across their journey with GetGo.
- Review, resolve, and respond to GetGo customer(s) disputes or escalations via emails within a defined timeframe
- Assist in consolidating customers' feedback to improve GetGo's service further
- Review and process customer refund/ reimbursement requests within a defined timeframe
- Responsible to create and review GetGo's Frequently Asked Questions (FAQ) articles to help users to understand the application and service better
- Oversee the customer satisfaction (CSAT) on the dispute resolution effort
- Collaborate with and proactively engage colleagues from other functions to upkeep the relevance of FAQ articles
- Respond to social media comments and queries promptly
- Attending to urgent cases such as vehicular accidents and breakdown calls
- Conduct surveys to gather in-depth feedback from customers
- Passionate team member who loves to serve users
- At least two (2) years of experience handling level 1 and 2 escalation support via emails and customer support technology platforms in a high-volume, multi-channel CX/CS function in a consumer technology or tech-enabled firm
- Highly responsible with a strong bias for action and a high aptitude to pick up new skills quickly
- Able to think out of the box to resolve complex user challenges
- Excellent verbal and written communication skills is a must
- Familiar with customer support technology platforms such as Intercom or Zendesk is preferred
- Strong personal alignment with our GetGo Values: Driven by Purpose, Stay Curious & Humble, Collaborate with Empathy, Make It Better, Get It Going
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.