About the Company
Circles.Life is World’s first and most successful digital telco. We have a mission : to re-imagine the mobile experience for the digital consumer through our customer-
centric mobile platform and disrupt the multi-trillion dollar global telco industry.
We launched our services in Singapore in 2016 and have since gained market share quickly while delivering a best-in-class customer experience.
Currently, Circles beats all other telcos on metrics like NPS, subscriber growth, average data used per subscriber and overall customer satisfaction.
We have an opening for a Training and Quality Associate who wants to gain valuable experience and exposure at a rapidly scaling telco startup in Singapore.
The role will be based in our awesome Taiwan office.
Do you want to get first-hand insights on how a rapidly scaling tech startup operate?
Do you enjoy working within an entrepreneurial environment, having the personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in telecommunications?
If the answer is YES, read on to find out more about the role at Circles.Life
Job Description :
Circles.Life is looking for a Training and Quality Associate who is meticulous, energetic and have the passion for customer service and satisfaction.
He / she will be based in our Taiwan office.
As a key member of our team, your responsibilities include but not limited to :
Maintain training materials to ensure information is always updated and relevant.
Organizes, develops and maintains training manuals, testing and evaluation procedures, multimedia visual aids, and other educational materials.
Conducts training to employees. This training includes, but is not limited to, compliance, new hire, refresher, and client implementation.
Observes and monitors employee performance to verify that procedures are followed according to company and client standards.
Responsible for assessing the quality of the performance of our experts, and provide coaching and feedback as necessary.
Monitor chat, email (and voicemail) responses to assess experts' demeanor, accuracy, customer service performance and conformity to our processes and procedures.
Assist in developing, creating and implementing quality processes as well as making recommendations for enhancements to training materials and quality guidelines as needed to enhance overall customer happiness
Provide actionable data to various internal support groups as needed
Ensure that weekly (internal / external) calibration sessions are performed (within 5% variance vs. the calibrated score)
Perform other duties as assigned
What’s on offer :
Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect :
Unique opportunity to be a part of innovating the telecommunications industry (Circles.Life is the only company of its kind in all of Asia!)
Once in a lifetime chance to help shape a brand from the ground up
Autonomy in the role and in managing your own portfolio
Exposure to the fast-paced world of high-tech start-ups
Attractive experience and compensation
Working with passionate, smart and driven colleagues in a vibrant environment
Requirements / Qualifications :
Have at least one year experience handling voice / email / chat channel
Comprehension / communication skills had to be exceptional
Exceptional customer service skills
QA and Training experience is a plus
Excellent documentation skills : preferably proficient in working with MS Word, Excel and Power Point
Amenable to work on weekends