Community Operations Specialist (MY, KL)

The Community Operations Team in Pelago is responsible for delivering best-in-class support and customer experience for our Customers and Providers around the clock. If you are passionate about customer service and excited to be part of a newly launched team in Malaysia, Pelago Community Operations Team is the place for you.

WHAT WILL YOU DO? 

We are looking for positive and energetic Community Operations Specialists to deliver great customer experience to our customers and provider community globally. You will be the point of contact for enquiries and be pivotal in building trusting and endearing relationships with our customers. 

As a Community Operations Specialist, you will:

- Provide outstanding service by troubleshooting and resolving customers and providers’ enquiries via email, live chat, phone, social media and other online channels

- Ensure high level of customer satisfaction by responding in a prompt, helpful and friendly manner

- Maintain and ensure product information is updated and accurate on our website

- Provide voice of customer feedback to internal teams such as Escalations Team, Account management and Engineering teams and work with them to resolve issues and improve the overall customer experience

WHAT EXPERTISE ARE MUST HAVES FOR THIS ROLE?

- At least 2 years of experience, preferably in a fast paced customer service/ service industry/ contact centre/ operations/ e-commerce environment

- Excellent English, both written and spoken, proficiency level B2 or C1 (preferable)

- Excellent comprehension and communication skills

- Exemplary customer service skills, you pride yourself in being able to constantly raise the bar of driving great customer experience

- Great empathy for our users. You put the user in front of what you do, anticipate their needs

- Team player with high level of responsibility and able to work independently

- Able to work 24/7 rotational shifts especially night shifts (10pm - 7am), weekends and Public Holidays to support daily operations. 5 day work week.

WHAT EXPERTISE ARE GOOD TO HAVE?

- Candidates must possess at least a Diploma or Bachelor’s Degree in Business Administration or related field.

- Creative problem solver, who enjoys solving problems proactively and delivering exemplary service. 

- Good time management skills and work organisational abilities, you multitask and can prioritise effectively.

- Comfortable working with systems and tools, prior experience using Zendesk or other customer service software preferable but not mandatory.

- Sales, Telesales or Telemarketing experience will be advantageous.

If you’re as excited as we are in this journey, do apply directly with a copy of your full resume. We'll reach out to you as soon as we can!