Customer Operations Executive (Helpling SG)

Job Title: Customer Success Executive

About Us:

Helpling is the premier online platform for premium home services in Europe and Asia-Pacific. Since

our inception as a German startup in 2014, we’ve expanded to serve 7 strategic markets, including

Singapore.

Helpling has established itself as the go-to choice for households across Singapore, offering seamless

booking and payment options for cleaning, gardening, and various household services. As a member

of our team, you’ll play a pivotal role in serving the Singapore market, with the flexibility of a remote

role. Join us and become part of a collaborative, fast-paced team with a flat hierarchy, where open

communication and rapid decision-making are valued.

Job Description:

As a Customer Success Executive, you’re instrumental in delivering exceptional experiences to our

valued customers. Your dedication ensures seamless resolution of customer inquiries, fostering

satisfaction and loyalty. Additionally, you’ll proactively engage with customers to identify needs and

opportunities for enhancing their experience.

Key Responsibilities:

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Manage all inbound customer communications through chat channels and phone calls

Maintain SLAs for response time and resolutions, ensuring a positive customer experience

Build a deep understanding of customers for personalized service and rapport

Clear daily worklists and address customer queries through the ticketing system

Own soliciting feedback from new customers via calls or chat

Perform customer onboarding for Helpling platform newcomers

Collaborate cross-functionally to escalate urgent queries and customer issues

Proactively match customer requests or bids to appropriate service providers.

Initiate outbound calls to follow up with customers who have abandoned or unmatched bids,

aiming to convert them into valued customers.

Actively engage with customers to identify opportunities for upselling and cross-selling

additional services

Meet SLAs for Resolution Time on customer tickets

Prioritize and empathize with customer needs

Uphold company values and actively contribute to enhancing the overall customer

experience

Work towards exceeding assigned Key Performance Indicators for optimal customer

satisfaction.

The Ideal Candidate:

• Fresh graduates welcome
• We seek candidates motivated to carve out a successful career, eager to achieve set goals and adapt to ongoing changes.
• The ideal candidate learns quickly and is adaptable to dynamic environments, consistently working towards the big picture goal.
• You excel at grasping what customers are looking for, making it effortless for you to recommend services that perfectly match their needs.
• Proficiency in English and the ability to communicate confidently are essential for engaging with customers and fostering a positive work environment.
• Your high energy and positive attitude contribute to creating a vibrant and innovative workplace conducive to generating new ideas.
• Candidates should be willing to embrace rotating shift-based schedules, including weekends and public holidays, to ensure exceptional customer service at all times.

Why Join Us:

• Basic salary range from RM3,000 to RM3,200
• Remote work arrangements or Hybrid (3 days WFH / 2 days in KL office)
• Fast track career progression for top performers
• Monthly KPI bonus of up to RM500

Location:

• Kuala Lumpur (office available)
• Remote