- Singapore West Region (Singapore) Singapore
GETGO TECHNOLOGIES PTE. LTD. Hiring! Full Time Executive, Community Experience in West Region (Singapore), Earn up to SGD 3,000 - Ricebowl
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Job Description
Responsibilities
The Executive, Community Experience is a critical role responsible for serving as the essential bridge between the GetGo Group community and our internal business functions to ensure a seamless user journey.
How You Will Make An Impact
Manage and deliver high-quality customer support across an omnichannel, multi-brand environment, including live chat, email, and phone, ensuring consistent service standards and a seamless customer experience across all touchpoints.
Interface with AI agents to monitor automated interactions, providing feedback and manual intervention to ensure the AI provides accurate and empathetic resolutions.
Identify and flag recurring service gaps or technical anomalies within the community experience and propose practical solutions to improve automated and manual workflows.
Collaborate with cross-functional teams, including but not limited to Fleet Operations, Technology, Finance, and Marketing, to ensure the timely resolution of complex customer issues.
Maintain clear, professional, and empathetic communication with all stakeholders, ensuring GetGo’s brand tone is consistently reflected during customer interactions, crises and service disruptions.
Support the cultivation of an excellent service mindset within the team by sharing best practices for navigating an omnichannel support landscape.
What Makes You A Great Fit
Adept at multitasking in a fast-paced environment, with experience managing multiple support channels simultaneously.
Tech-savvy with a curiosity for AI; comfortable working alongside AI tools and help desk software.
Strong analytical skills with the ability to identify trends in customer feedback and suggest data-driven enhancements to service processes.
Exceptional verbal and written communication skills, with the ability to pivot tone and style across different communication platforms.
Resilience and empathy, specifically the ability to handle difficult customer interactions and crises with a solution-oriented mindset.
How You Will Make An Impact
Manage and deliver high-quality customer support across an omnichannel, multi-brand environment, including live chat, email, and phone, ensuring consistent service standards and a seamless customer experience across all touchpoints.
Interface with AI agents to monitor automated interactions, providing feedback and manual intervention to ensure the AI provides accurate and empathetic resolutions.
Identify and flag recurring service gaps or technical anomalies within the community experience and propose practical solutions to improve automated and manual workflows.
Collaborate with cross-functional teams, including but not limited to Fleet Operations, Technology, Finance, and Marketing, to ensure the timely resolution of complex customer issues.
Maintain clear, professional, and empathetic communication with all stakeholders, ensuring GetGo’s brand tone is consistently reflected during customer interactions, crises and service disruptions.
Support the cultivation of an excellent service mindset within the team by sharing best practices for navigating an omnichannel support landscape.
What Makes You A Great Fit
Adept at multitasking in a fast-paced environment, with experience managing multiple support channels simultaneously.
Tech-savvy with a curiosity for AI; comfortable working alongside AI tools and help desk software.
Strong analytical skills with the ability to identify trends in customer feedback and suggest data-driven enhancements to service processes.
Exceptional verbal and written communication skills, with the ability to pivot tone and style across different communication platforms.
Resilience and empathy, specifically the ability to handle difficult customer interactions and crises with a solution-oriented mindset.
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