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Full-Time

Customer Operations Executive

We are looking for a Customer Operations Executive to help build out, maintain, and troubleshoot our rapidly expanding infrastructure. We are obsessed about delivering a seamless and frictionless retail experience for our customer. We strongly believe that we can only deliver these amazing experiences for our customers and merchants when we drive a work culture which inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you’re ready to be part of Setel.

In This Role You Will:
  • Respond to customer queries in a timely and accurate way, via email or chat.
  • Identify customer needs and help customers use specific features.
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
  • Update our internal databases with information about technical issues and useful discussions with customers.
  • Monitor customer complaints on social media / app reviews and reach out to provide assistance.
  • Share feature requests and effective workarounds with team members.
  • Inform customers about new features and functionalities.
  • Follow up with customers to ensure their technical issues are resolved.
  • Gather customer feedback and share with our Product and Marketing teams.
  • Assist in training junior Customer Support Representatives.

You’re a great fit if you have:

  • Diploma or Bachelor’s Degree in Business or related field or combined work experience and education.
  • Fresh graduates or with experience in Customer Operations.
  • Experience as a Customer Support Specialist or similar CS role.
  • Familiarity with our industry is a plus.
  • Experience using help desk software and remote support tools.
  • Understanding of how CRM systems work.
  • Excellent communication and problem-solving skills.
  • Multi-tasking abilities.
  • Patience when handling tough cases.

Bonus Qualifications