Arcadier Pte Ltd
Country : Malaysia
  • Full-time

eCommerce Business Consultants

Arcadier is a fast growing, globally acclaimed, multi-award winning cool technology start-up company which recently won the Emerging Enterprise Awards 2016 and the Best Innovative Start-up (Early Stage) 2016 awards, and also the Millennial 20-20 Commerce Enabler Awards 2017. 

Headquartered in Singapore, Arcadier has offices in Sydney, Manila with a team of 30 employees, Arcadier is the first organisation in the world to provide a DIY “off-the-shelve” marketplace technology that would enable anyone with a marketplace idea be able to build one within minutes, no coding needed and no developers needed.

With this role, Arcadier will establish its presence in (Selangor), Malaysia.

Responsibilities

This customer advocate role will be the face of Arcadier for all its global customers and work out of a cool fully equipped start-up co-working space location in Subang Jaya or Petaling Jaya.

 Support customer queries through the Arcadier customer service tools and provide information about other products and services.
 Maintains customer records by updating account information.
 Take payment information and other pertinent information such as addresses and phone
numbers
 Answering customer queries on our customer service portal
 Inform customer of deals and promotions
 Upselling & converting customers to paid plans and packages
 Keep records of customer interactions, process customer accounts and file documents
 Assist with placement of orders, refunds, or exchanges
 Resolve product or service problems by clarifying the customer's complaint; determining the
cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution (phone, email, mail
or social media)
 Identify and assess customers’ needs to achieve satisfaction
 Build sustainable relationships of trust through open and interactive communication
 Attempt to persuade customer to reconsider cancellation
 Work with various departments to ensure proper customer service is being delivered
 Prepare product or service reports by collecting and analyzing customer information
 Recommend potential products or services to management by collecting customer
information and analyzing customer needs
 Compile reports on overall customer satisfaction
 Participate in special projects as assigned

Requirements

  • Strong phone contact handling skills and active listening
  • Will require some night-shifts to serve customers in US/Europe Timezones
  • Proven customer support experience or experience as a client service representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Familiarity with CRM systems and practices
  • Strong verbal and written communication skills.
  • Easy and adaptive personality.
  • Fast, accurate & enthusiastic self-starter
  • Excellent interpersonal skills with ability to work effectively with individuals at all levels (i.e.Management, QA, DEV, Business Partners, Security, etc.)
  • Independent thinker with tenacity to maintain focus on issues until they are adequately resolved
  • Ability to multi-task, prioritize and manage time effectively
  • Must enjoy eCommerce and start-up culture
  • Opportunity to be in Singapore occassionally for training and meetings 

Reporting Lines 

  • Hard line to Business Development Manager in Singapore

QUALIFICATIONS

  • Basic Qualifications:
  •  Bachelors Degree or equivalent
  •  Business / Computing Degree would be an advantage
  •  Familiarity with CRM tools (Zendesk) would be an advantage
  •  At least 3 years experience, but talented fresh graduates are welcomed to apply
  • Must be able to speak good English

Total applicants :7 Job posted 5 days ago Total Views : 64 Unique Views : 64 Today Views : 1


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