Customer Care Executive

At MONOKEI, we believe in delivering good things for everyone.

As Customer Care Executive, you own the after sales experience. You’ll provide excellent customer service by supporting a wide range of pre- and post-sales responsibilities. Responsibilities include order maintenance, problem resolution, customer service, technical support and broad support for issues pertaining to shipping, billing, accounts, and order management. You’ll also innovate to improve the customer journey and increase efficiency.

i. Roles and Responsibilities

Responsibilities may include but are not limited to:

• Provide pre and post sales customer service support / troubleshooting support through various online and social media platforms
• Liaise with other teams as required to resolve requests/issues in a timely manner
• Ensure proper documentation, notification, escalation, tracking and follow up of all tickets
• Synthesise customer feedback and propose actionable plans to enhance products and customer experience
• Communicate clearly the progress of monthly/quarterly initiatives to stakeholders
• Assist with additional core tasks including administrative and/or any other duties as assigned

ii. You:

• have at least a Degree or equivalent in any field
• have at least 2 years of related working experience
• have excellent written and oral communication skills in English and Chinese
• are passionate about creating best in class customer experience
• are proficient with CRM software such as Freshdesk and Front
• effortlessly engage and explain step by step solutions with patience and an approach tailored to each individual customer
• provide incredible customer experience through email as well as live, interactive media (e.g. live chat, messaging, Instagram, Facebook, Discord etc.)
• enjoy analysing, isolating and resolving a variety of complex issues
• manage your time well and adapt quickly to changing systems and situations
• demonstrate critical attention to details, capability to manage and prioritise competing tasks
• are proficient in Microsoft and Google software applications, including Word, Excel and Powerpoint

iii. Good to have:

• experience in analysing metrics and data-driven decision-making
• experience in customer support for hardware and/or software products

Employee Benefits:

MONOKEI believes in making good things; products that are used on desks and in homes of many folks. We believe in making better input devices, that everyone wants to experience work/play/live through the objects we create. At MONOKEI, we’re interested in making the human and digital connection a little more warm, one keystroke at a time.

In addition to base salary, we offer all employees:

• Flexible vacation policy
• Reasonable, non-crazy work hours
• Flexible work arrangements
• Staff discount on MONOKEI products

MONOKEI will be prioritising applicants who have a current right to work in Singapore, and do not require MONOKEI’s sponsorship of a visa. That said, we’re open to folks who are currently based out of Singapore.

Almost...

Feel like you're really close to being a perfect fit for us? Perhaps you're not feeling too confident despite having incredible skills? We encourage you to still apply! At MONOKEI, we're just a bunch of imperfect people trying to do cool things together.

Interested?

Please email us at people (at) monokei (dot) co with your CV and a link or PDF of your portfolio. Positions will remain available until they're removed from this page. We will only contact shortlisted applicants, do not contact us via other methods.