Customer Care Specialist

SNUM Group is a leading restaurant group in Singapore, specializing in spicy Chinese cuisine. We operate multiple food brands, food trucks, and a state-of-the-art food manufacturing facility. Our growing team of over 100 employees is driven by a lean, highly skilled office crew of 7 people, with backgrounds from industry leaders like Grain, Accenture, Microsoft, McKinsey, and more.

The brand you will be working for is A Hot Hideout. Read more about our brand here: ----------

We are looking for someone passionate about delivering top-tier customer support, managing customer requests from end to end, resolving issues swiftly, and upholding high standards in every interaction. Your role will be key in driving customer satisfaction and enhancing our Net Promoter Score (NPS).

Role Information
- Team: Customer Care
- Location: Remote
- Working Hours: Full-time, 4-day workweek with extended hours. Choose between:
Shift 1: Wed, Thu, Fri, alternate Sat or Sun (GMT+8, 9AM ? 9PM)
Shift 2: Mon, Tue, Fri, alternate Sat or Sun (GMT+8, 9AM ? 9PM)

Responsibilities
- Handle large volumes of incoming customer requests across multiple platforms (WhatsApp, Instagram, email).
- Provide accurate, timely information and solutions using CRM tools.
- Resolve customer complaints efficiently, offering alternative solutions and following up to ensure satisfaction.
- Manage customer interactions for refunds and complaints, gathering necessary details (e.g., order ID, receipt, issue details).
- Keep customer records and interactions updated, ensuring 100% task completion daily.
- Monitor and maintain the FAQ database, and consistently update responses for Google Reviews.
- Collaborate with the Area Manager for i ---------- follow-ups from delivery platforms.
- Engage with customers on social media, replying to both positive and negative feedback.
- Coordinate customer recovery actions, such as issuing refunds and promo codes.
- Organize monthly tastings with influencers (KOLs).
- Schedule calendar invites for the management team.

Requirements
- Proven experience in customer support or demonstrated ability to learn quickly.
- Excellent phone handling and active listening skills.
- Familiarity with CRM systems and communication tools (WhatsApp, Instagram, Gmail, etc.).
- Strong attention to detail and a commitment to excellence.
- Team-oriented, with the ability to work cross-functionally to align on goals.
- Reliable, with a strong work ethic and the ability to handle long hours when necessary.
- Excellent verbal and written communication skills.
- Stable, fast internet connection.

Outcomes
- Achieve a response time of less than 5 minutes for WhatsApp/Instagra ---------- ssages.
- Achieve a response time of less than 30 minutes for emails.
- Resolve customer issues within an average of 1 hour.
- Ensure 100% of tasks and messages are processed each day.
- Consistently maintain and update key databases (FAQ, Google Reviews, Asana).

What's In It For You
- Join a fast-growing, impact-driven team that values results and high standards.
- Enjoy significant ownership over your role and personal development.
- Work with sharp, detail-oriented colleagues who are dedicated to excellence.
- Benefit from training opportunities, competitive compensation, and perks like birthday and sick leave.

How to Apply
- Send your application to ---------- and cc ----------
- Include "Your next Customer Support Specialist: (your name) " in the subject line.
- Start your email with the phrase "Hey AHH Team" and craft a sentence using "dragon" and "spicy noodles."
- Attach your resume or LinkedIn profile for review.