Our company simply cannot function well without teams of people working together. That said, we provide numerous team-building activities and events for you and your team to nurture meaningful relationships between every individual.
Professional Development
Every employee is an invaluable asset to any team; that's why we want to help you grow. Level up your skills and expertise through our professional co-development programs with notable organizations. We will cover the cost.
Job description for Operations Intern at Urban Company
Manage all incoming and outbound calls.
• Identify and assess customers and/or partners needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions (wrap codes and notes), process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers and/or partners on other offerings and upcoming promotions.
• You will work on the hardest problems across our customer and partner base to ensure maximum resolutions at high satisfaction in minimum time by structurally solving bad experiences.
• Converting bad experiences to positive outcomes is the highest priority in this role.
• Work on job fulfillment to minimize bad customer experience by solving for key issues around partner activity, job acceptance, service delivery etc.
• You will play a direct role in shaping our CX/PX/Operations ecosystem as part of the operation team.
• Own the experience delivered across all B2C customer touchpoints - voice, chat, and email customer & partners service. Lead the elimination of pain points/friction for optimizing our customer experiences.
• Play an important role to achieve a high CSAT and PSAT to achieve organization goals.
• Support partners to ensure a high NPS score is achieved, leading to high rate of partner success.
Job Requirements
• Must be able to communicate with both Mandarin and English
• Strong problem-solving abilities, first call resolution and complaint management.
• High sense of ownership to drive outcomes.
• Strong ability to communicate and work collaboratively with others.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent written and verbal communication skills.
• Fresh Grads are welcome to apply
What can you expect?
• Flexible with the working schedule; will be expected to work weekends, holidays and events
• A phenomenal work environment, with massive ownership and growth opportunities.
• A high-performance, high-velocity environment at the cutting edge of growth.
• Strong ownership expectation and freedom to fail.
Glints is the leading talent ecosystem in Southeast Asia. Our mission is to enable the 120 million professionals in the region to grow their careers and empower organizations to hire the right talent from anywhere in Southeast Asia. Officially launched in 2015 in Singapore, Glints has empowered more than 5 million talent and 60,000 organizations to realize their human potential. Today, we stand at the forefront of human capital empowerment as the fastest-growing startup in the career development and talent recruitment space. Glints currently operates in Indonesia, Malaysia, Singapore, Vietnam, Philippines, and Taiwan.