Customer Support Specialist - Kuala Lumpur, Malaysia - UMAI
Description
Customer Support Specialist | Kuala LumpurBecome part of UMAI and change the future of the hospitality industry.
UMAI is a software provider that helps restaurants to save time and increase revenues by automating manual tasks, minimising last-minute cancellations, upselling customers more effectively and providing more personalized service.
The team has extensive experience in building internet companies and has been part of building some of the largest e-commerce ventures in the Asia Pacific Region.
Founded by the former MD of FoodPanda the largest food delivery service in Singapore, and a member of the founding team of Nova Founders Capital, a fintech-focused Venture Capital firm based out of London & Hong Kong.
This is not a formal corporate role.We are looking for someone who has a "hustle" attitude, who is results-driven, who is comfortable with ambiguity, who is a self-starter and who has a sense of humour.
Retaining customers is one of the most important initiatives of any company, and you will be at the forefront of customer retention at UMAI.
- Has at least 1year experience in Customer Support
- Hybrid role (able to work from home & office)
- Next start date: ASAP
Your Responsibilities:
- Communicating efficiently and effectively with our customers, you'll also be replying live chats via Intercom & talking to customers via CloudTalk every now and then (Malaysia + Denmark)
- Owning customer communications and issues from initial contact until resolution
- Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product a crucial part of the role is ensuring we make the product as easy to use, reliable, bugfree, and fast as possible
- Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
- Working on adhoc projects assigned by the Head of Customer Success
Requirements:
Your Profile
- You have a proven track record in customer support background with a minimum of 1 year under your belt.
- You have experience handling high volume of customers/accounts
- Previous tech startup or food industry work experience highly appreciated
- Passion for talking to customers all day, every day
- Must be fluent in English (written and verbally).
- Great problem solving abilities/Previous experience in a troubleshooting environment
- The ability to rapidly switch gears while retaining focus on the bigger picture
- The ability to explain complex topics in easy to understand and concise language \[English]
- Ambition, eagerness and the will to learn and improve upon your own skills
- Highly skilled with Microsoft Suite (or Google Suite). You work with rows and columns seamlessly
- Having experience with a CRM such as Pipedrive (we use this) is advantageous. Any other CRM experience such as Hubspot, Salesforce etc is equally valuable
Benefits:
What we offer:
- An opportunity to work with some of the best entrepreneurs in the world
- Insight into all relevant aspects of founding a company, and the opportunity to build up an impactful, international network
- A dynamic and highly motivated team with flat hierarchies
- Be apart of challenging the status quo
- You taking full ownership of what's on your plate
- Coaching, mentoring for you to move up in your career
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