Are you driven, results-oriented and a team player?
With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.
In the Customer Care Representative role, you’d be responsible for creating an innovative customer experience and building strong relationships with our customers over phone, email, and chat. As the company’s first point of contact for our customers, you will be responsible for driving a successful customer experience by assisting those at varying skill levels to get the best use of the product.
You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.
What you will do:
- Become a StoreHub Expert: Master the ins and outs of the StoreHub platform to effectively troubleshoot issues and guide customers through processes and bug fixes using phone, email or chat.
- Manage Support Tickets: Serve as the initial contact for all support inquiries, efficiently categorizing and directing them to the appropriate teams.
- Enhance User Experience: Help customers of all skill levels effectively use the product, ensuring a positive experience.
- Resolve Issues: Own the resolution process for technical problems, managing everything from minor glitches to major software bugs.
What you need to have:
- Excellent verbal and written communication in Malay and/or English
- Mandarin proficiency (written + verbal) is a BONUS
- Min. typing speed of 60 words per minute (WPM) with 85% accuracy
- 1-3 years of experience in technical support or customer service particularly with telco accounts, hardware support and/or internet connectivity
- Problem-solving mentality and resourcefulness in finding solutions when things are unclear
- BONUS: Experience with troubleshooting POS
- BONUS: Experience using customer support tools like Intercom, Salesforce, Chargebee
- Availability to work on a rotational shift: 5 days a week (including weekends and public holidays), AM shift (9 AM to 6 PM), PM shift (12 NN to 9 PM) in MY
- Experience in a customer service related role
- Stable and speedy Internet connection
What makes working at StoreHub awesome (and refreshing!):
- Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
- Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
- Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
- Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.
CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
- Communicate for Clarity
- Humble and Hungry
- Authentic but not an *sshole
- Nimble and Quick
- Growth Mindset
- Efficiency and Excellence
We do have all the other cool perks too:
- Apple Macbooks for everyone
- Medical and Dental Outpatient Visits + Medical Insurance
- Cutting edge tools. If something can be automated, we'll make it happen
- Opportunities for career growth and continuous learning
We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.