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, We are expanding our business into Taiwan and we are looking for passionate and driven individual to join us in this start up.
Circles.Life is looking for a L2 Customer Happiness Expert who is meticulous, energetic and have a passion for customer service and satisfaction.
He / she will be based in our Taipei office.
As a key member of our team, your responsibilities include but not limited to :
Provide second-level support to customers by :
ensuring that basic troubleshooting has been provided by Level I Experts,
and that all necessary details are available for us to escalate the concern to our cross-functional teams
Follow defined escalation procedures and identify those that qualify for escalation
Support Supervisor by providing associates with timely and consistent feedback on service quality and performance goals using daily job observations, one-
on-one coaching sessions, call / email / chat monitoring and system reporting.
Collaborate with our cross-functional teams and provide support in child ticket follow-ups to ensure prompt resolution & ensure that all escalation tickets in the bucket are cleared daily by end of shift
Assist in ticket updates for all team members and if necessary, provide callbacks to ensure faster resolution
Assist in prompt sending of required escalations-related reports
Act as Subject Matter Expert (SME) whenever Team Leads are not available
Maintain a high focus on prompt escalation resolution, quality service, productivity, and customer satisfaction
Aid in process improvements
Perform ad-hoc tasks as needed
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 :
At least 1 - 2 years experience in customer service (Voice / Email / Chat)
Experience in E-commerce, BPO, or Telco industry
Typing Skill of at least 40 wpm
Excellent written and verbal communication skills
Amenable to shifting and weekend schedules and ability to work outside of normal working hours when required.
Experience in a chat support environment is a plus
Experience with Zendesk is a plus but not required
Ability to multitask and work under pressure