Associate, Service Excellence
Singapore
Customer Experience, Trust and Safety – Service Excellence /
Fixed-Term Contract /
Hybrid
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.
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.
Day-to-Day Activities
- 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 reimbursement requests within a defined timeframe
- Responsible for writing to create and review GetGo's Frequently Asked Questions (FAQ) articles to help users to understand the application and processes better Oversee the customer satisfaction (CSAT) on FAQs articles and drive improvement initiatives 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
Why You Should Join Us
- Be part of the fast-growing and largest carsharing technology company in Singapore
- Achieve meaningful objectives as part of a mission-driven and values-based organization
- Enjoy tremendous opportunities for learning and development through working closely with various business functions
Who We Are Looking For
- Passionate team member who loves to serve
- Minimum one (1) year 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 Experience in managing social media and chat platforms, Facebook, and Telegram is preferred
- 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 community and customer challenges
- Excellent verbal and written communication skills are a must
- Familiar with customer support technology platforms such as Intercom, Zendesk preferred
Strong personal alignment with our GetGo Values:
- Driven by Purpose
- Stay Curious and Humble
- Collaborate with Empathy
- Make it Better
- Get It Going!
Declaration
By clicking “Apply for this job” below, I understand, acknowledge, agree and hereby give consent to GetGo Technologies Pte Ltd that my data in this form may be collected, used, disclosed, for the purposes of recruitment and employment. I declare that all information provided in this application is true and correct to the best of my knowledge and that I have not willfully suppressed any material fact. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with GetGo Technologies Pte Ltd may be terminated summarily or I may be dismissed.
