[Hiring] Level 1 Voice Customer Happiness Expert @Circles

Role Description

Circles.Life is looking for a Customer Happiness Expert who is meticulous, energetic and has a passion for customer service and satisfaction. As a key member of our team, your responsibilities include but are not limited to:

• Handling voicemail messages from customers and providing first line customer service support and immediate problem resolutions through call back.
• Handling multiple chats and resolving customers' concerns in an effective, efficient and timely manner via Live chat, Email, Social Media as needed.
• Handling difficult or agitated customers and conveying genuine empathy.
• Responding to customer comments and/or inquiries in a manner that the situation/concern is understood.
• Working with other departments in resolving customer's delivery, order management, network, app and billing issues.
• Working closely with other team members to resolve any challenging issues encountered.
• Performing ad-hoc tasks as needed for callback requests from customers and cross-functional teams.

Qualifications

• Experience in E-commerce, BPO, or Telco industry will be preferred.
• At least 2 years experience in customer service (Voice Support - Inbound/Outbound).
• Excellent communication skills (English).
• Amenable to shifting and weekend schedules.
• Experience in a chat support environment is a plus.
• Ability to multitask and work under pressure.
• Exceptional customer service skills.
• Passion for service excellence.
• Experience with Zendesk is a plus but not required.

Company Description

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including:

• KDDI Corporation
• Etisalat Group (e&)
• AT&T
• Telkomsel

Besides its SaaS business, Circles operates three other distinct businesses:

• Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
• Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers, and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
• Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.