[ARCHIVE] Grain Customer Service Representative / Customer Care 3.0

Team
- Customer Care

Working hours
- Monday to Wednesday. 8AM to 8PM.
OR
- Thursday to Saturday. 8AM to 8PM.

Working location
- Remote

Company description
- Grain is a multi-brand online restaurant that uses data and a tech-enabled network to serve food to customers. Grain's mission is to improve lives through meaningful food experiences. Present in Singapore and Thailand, and FT Asia-Pacific High-Growth Companies 2021, Singapore's Fastest Growing Companies (by The Straits Times and Statista) and LinkedIn Top ---------- vestors include The Lo & Behold Group, Openspace Ventures, Singha, X-Inc, Koh Boon Hwee and Cento Ventures. Grain is a multi-brand online restaurant that uses data and a tech-enabled network to serve food to customers. Grain's mission is to improve lives through meaningful food experiences. Present in Singapore and Thailand, and FT Asia-Pacific High-Growth Companies 2021, Singapore's Fastest Growing Companies (by The Straits Times and Statista) and LinkedIn Top ---------- vestors include The Lo & Behold Group, Openspace Ventures, Singha, X-Inc, Koh Boon Hwee and Cento Ventures. ---------- .sg/

Mission/Description
- Provide world class customer care and create WOW experiences.

Outcomes
- Achieve NPS (Net Promoter Score) of 90.
- Achieve <3 mins wait time for callers.
- Achieve <30 mins customer response rate.
- Achieve average resolution time of <1 ---------- petencies/Requirements
- Must have reliable and strong internet connection
- Proven customer support experience or good ability to learn.
- Strong phone contact handling and active listening.
- Familiarity with CRM systems and practices.
- Focus on delighting customers. Be maniac about customer experience. Does the CEO pay the bill? People Ops (HR)? No! The customers pay the bill. An excellent way to achieve this is to understand the problems our customers are facing intimately, treat them the way we would like to be treated, and make products we will actually use ourselves.
- Pursue excellence. Hold yourself and everyone to the highest ---------- re about every single detail. Every detail matters when you want to achieve greatness. Good standards are contagious. (Unfortunately, bad standards are too).
- Embrace openness. Put your honest thoughts on the table with each other, have thoughtful disagreements and exchange controversial ideas while caring deeply about each other. This kind of tough love helps us grow.
- Be extremely reliable. Always do what you say you will do. This is the best way to build up trust quickly. Be on time and present. Don’t give bullshit excuses. Don’t make the same mistake twice.
- Attention to detail. Does not let important details slip through the cracks or derail a project.
- ---------- monstrates tenacity and willingness to go the distance to get something done.
- Work ethic. Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
- Communication. Speaks and writes clearly and articulately.

Responsibilities
- Manage large amounts of incoming phone calls.
- Generate sales leads.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team sales targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to delight customers.

What’s in it for you
- Work with a fast growing, at the same time, lean and mean team, to make real world impact.
- Have a lot of ownership and drive your own results and progression.
- Smart people who sweat the details and push for the highest standards.
- Training and in-house opportunities to help you grow.
- Other benefits include a competitive compensation package and birthday leave.

You should include these in your application/email to ----------
- CV or LinkedIn profile.
- In your cover letter/email, make a sentence with the words "zebra" and "light sabre".