Tech Stack

Description

You will provide end-to-end support to key members of our community, including the Luxury segment, ensuring complete resolution and fostering strong relationships. This role requires strong communication skills in English and Mandarin, and involves managing complex cases, combining efficiency with bespoke quality.

Requirements

• 3+ years of relevant experience in multicultural customer service teams, preferably in hospitality
• Experience with high-profile clientele preferred
• Hospitality experience is a plus, especially for technology platforms
• Prior experience using phone, messaging, or live chat to interact with users/customers preferred
• Experience engaging with executive-level stakeholders to resolve conflicts
• Ability to work weekend days, public holidays, and early morning/evening shifts
• Very good verbal and written communication skills in English and Mandarin
• Active listening skills
• Empathy and patience in dealing with customers
• Ability to organize high volume of work, multitask, and prioritize
• Passion for delivering exceptional customer service
• Ability to thrive in ambiguous, fast-paced, complex environment
• Ability to adapt to new tasks and responsibilities
• Proactive attitude towards embracing new challenges
• Capability to adjust to evolving roles and duties
• Good computer skills including Apple/Mac OS, Google Suite, and familiarity with CRM systems
• Language proficiency in English and Mandarin, written and spoken

Responsibilities

• Complex case management: Provide the highest level of service to our community
• Interact with customers through livechat, social, messaging, and phone
• Take end-to-end ownership of all assigned cases ensuring complete resolution
• Understand multiple perspectives and evaluate/ present multiple options for addressing a problem
• Engage with senior stakeholders and collaborate cross-functionally
• Provide personalized and exceptional customer support ensuring unique needs are met
• Handle a larger volume of cases without negatively impacting quality
• Proactively anticipate and identify opportunities to enhance user experience
• Resolve user issues quickly and to a high level of mutual satisfaction
• Personalize communications demonstrating highest hospitality standards
• Leverage operational knowledge to proactively support team success
• Provide insights about community experience and continuous improvement opportunities
• Help document ways of working, best practices, and norms
• Provide technical/functional/SME support to less experienced team members
• Share ideas to improve processes
• Be on-call to handle emergency situations in evenings and weekends