Your typical day may include:

● Deliver a positive customer experience through prompt and well-structured responses to customer feedback, problems, queries or complaints.

● Communicate effectively across all channels, including Email, Phone calls and Online Chat.

● Maintain high customer satisfaction levels and drive other related metrics (average response time, average resolution time, multi touch tickets etc.)

● Test/validate new customer service features as they come online or within our support system (Zendesk)

● Be a key team player in our US Customer Service team and working closely with other departments (Logistics, Product, Sales) to ensure strong communication and resolve issues quickly and effectively.

We'd love to have a chat with you if you have:

● At least 2 years experience in a customer-facing role servicing the US market. Preferably within multichannel environment (email, phone, chat)

● Worked in a fast-paced e-commerce environment where change is constant.

● Experience with Zendesk or similar ticketing systems.

● Strong communication skills. Able to compose well-structured emails and communicate concisely in English on calls. Demonstrate a sound understanding of email etiquette and able to follow the "voice of reebelo" for consistency

● Fluent in English in reading, writing and speech.

● Experienced in problem solving and conflict management. You will need to be empathetic and able to remain calm when faced with challenging situations.

● Good understanding of customer service performance metrics and service level performance metrics.

● Self-reliant and has a positive attitude towards their work and team members.

● Able to work on night shifts/ rotational shifts.

● Able to start immediately

● Based in the Klang Valley and able to work in a hybrid environment. You will be required to work in our office (KL Sentral) at least once a week.