customer experience AssociateCarousell

Company Description
Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).
As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen.
Job Description
The Customer Experience Associates will assist our Customer Experience Lead in giving quality customer support to the buyers and sellers of the platform and maintaining the Marketplace Experience of our users. This is an 12-month project-based role in Ortigas, Pasig.
Responsibilities:
Providing friendly and personal support to the client community via email and chat support channels.
Being the single point of contact for all sales and inquiries from customers. Follow through the chat that eventually leads to a sale or a resolution to customer's inquiries.
Engage and support the team with customers' private viewing.
Maintain customer database on all interactions
Addressing support issues and identifying top user issues.
Working with the team to proactively address them and find relevant solutions.
Evaluating workflows and proposing recommendations to be more efficient, relevant and valuable both internally and externally.
Reporting to the Operations Manager
Performing other related ad-hoc tasks as required.
Qualifications
Problem solving abilities - able to provide several solutions to resolve current problems/constraints.
Ability to think clearly under pressure - flexibility in adjusting to prioritization as it comes.
Strong sense of accountability, ownership & pride in work.
Strong communication skills - both written and spoken.
Ability to be a positive team member in a busy and fast-paced environment.
At least 1 year of customer service experience (voice/non-voice).
Bachelor's/College graduate of any degree preferred but not a MUST
Must be able to commit to working on weekends and 3 weekdays
Working hours - Weekdays (11am to 8pm), weekends (2pm to 11pm)
Willingness to work on an 12-month project-based contract
Additional Information
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Carousell

Pasig City, Metro Manila
Permanent
Full-time