Service Request Specialist

Aigens is a restaurant tech start-up that has helped steer the digital revolution of the F&B and Hospitality industry in Asia Pacific. We started as a 2-man team in 2012 and have since grown into a SaaS company known for being a market leader with significant wins, essentially being the first to introduce Mobile Ordering (QR code ordering) technology to Hong Kong and Singapore.

In the last three years, we have experienced our most significant growth to date: resulting in 6 regional offices across APAC, and 120 team members (and increasing every month). We are headquartered in Hong Kong, and serve more than 500 brands in F&B and Hospitality, including global names like KFC, Burger King, Starbucks, IKEA, and Muji.

We are inviting highly motivated candidates to join our expanding team. Our culture is flat, friendly, and respectful. If ‘doing real work’ and ‘be respected for real contributions’ resonate with you, come talk to us!

We are looking for a detail-minded Service Request Specialist to join the Team. If you are someone who is passionate in providing top-notch customer service to ensure customer satisfaction and the overall success of the company. This might be just the role you are looking for.

What your daily work looks like:

• Promptly respond to customer or team member inquiries across multiple channels.
  

• Provide timely and accurate operational support that leaves a lasting positive impression. 
  

• Maintain consistent ticket housekeeping
  

• Collaborate well with cross-functional teams and use problem-solving abilities to resolve unique customer or team member requests. 
  

• Actively contribute to the service request team by providing valuable feedback to improve the service request infrastructure and enhance the overall performance of Aigens. 
  

• Other ad-hoc duties as assigned, such as report creation, brainstorming presentations, resolution explanation, etc
  

Requirements

We are looking for someone with:

• A High Diploma or a Bachelor’s degree holder in Information Technology, Information Systems, Business Administration, International Relations, Communication, or related disciplines
  

• Good command in English is a must
  

• 1 – 2 years of experience in customer service or technical support. Having experience in providing exceptional support and service is a plus
  

• Strong communication and interpersonal skills, with the ability to build strong relationships internally and externally
  

• Strong problem-solving skills and able to manage competing priorities and prioritize them appropriately while maintaining performance standards. 
  

• Exceptional attention to detail, with the ability to ensure the quality of deliverables
  

• Able to complete tasks in a timely manner 
  

• You are highly coachable and take responsibility for your actions. 
  

• A self-starter that works well with minimal supervision, able to work independently or in a team environment, and thrives in a remote work environment
  

• Tech-savvy and have general knowledge of computer
  

• Experience in using Work Management Tools (Google Workspace, JIRA, Confluence) is a plus
  

• Willing to work overtime on Weekend and Public Holidays and or rotating shift
  

Benefits

What’s on offer

• Collaborative and feedback-driven culture.
  

• Opportunity to grow. 
  

• Birthday Leave
  

• Performance Bonus
  

• Friendly and casual work environment
  

• BPJS Ketenagakerjaan & BPJS Kesehatan
  

• Health Insurance (after probation)
  

Aigens is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, gender, religion, sexual orientation, national origin, genetic information, or any other protected characteristic.

All applications will be handled in strict confidence and will only be used for recruitment related purposes. Applicants who do not hear from us within 6 weeks from the date of application may consider their applications unsuccessful. All information on unsuccessful candidates will be retained for a maximum period of 24 months.