Customer Happiness L2 - Service Recovery/DSAT Expert (IH)
Circles Life

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
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