COMPANY OVERVIEW
We invite you to join our team at Sterra.sg, a homegrown brand dedicated to enhancing people's lives in their own homes. At Sterra, we firmly believe that everyone deserves a home that offers convenience, health, and comfort, enabling a high quality of life. We strive to ensure affordability, making our offerings accessible to all. We take great pride in our vision To empower 1 million homes by 2027, elevating health and convenience to optimize daily living, and our mission To provide effective and minimalistic home wellness products, making them affordable to everyone.
POSITION OVERVIEW
As a Customer Support Specialist, you will be the primary contact for our customers, offering solutions, answering questions, and ensuring a positive experience. You’ll handle a range of interactions, resolve issues, and contribute to continuous improvement.
KEY RESPONSIBILITIES:
Answer customer inquiries from WhatsApp, email, live chat, Shopee, Lazada, Facebook, Instagram, and all other marketplaces the company will soon subscribe to.
To solve and provide solutions to order/product issues
To handle efficiently online pre-sales inquiries and convert to a sale
To handle efficiently offline product pre-sale inquiries and hand them to the correct team.
To answer inbound calls from customers and potential customers contacting us through our hotline
To do outbound calling to expedite solutions to customer’s concerns
Process and incentivize orders by creating and sending a Shopify invoice via email.
Process Slack workflow forms to collaborate and seek assistance from the respective internal teams
Process referral bonuses with the Showroom Team through Slack
Coordinate and communicate with other teams (teams will vary depending on the request) through Slack to provide a full and accurate resolution for our customers.
Escalate inquiries and complaints to the CS Lead when managerial oversight is necessary.
Finalize installation, relocation schedule, and delivery scheduling (or rescheduling) for customers through Google Calendar together with OPs and Fulfillment Team, if needed.
Provide basic troubleshooting for product issues and escalate when necessary
Finalize repair/exchanges through Custella and Google Calendar
Document all details in Google Calendar, Trackers/Google Sheets, and Slack for schedule/repair-related tasks.
Maintain and exceed team SLAs and KPIs to ensure that top-notch customer experience is achieved.
Effectively execute all SOPs and timely execute all updates
Maintain a positive, empathetic, and professional attitude toward customers.
Become experts in Sterra product knowledge to inform and encourage customers to purchase our products. Provide feedback to CS Lead and managers to improve the efficiency of the customer service process.
REQUIREMENTS:
A. Personally owns a desktop or a laptop with the following minimum specs:
- Intel Core 5 (i5) or higher
- Fiber/Lan internet with speed 50mbps or higher
- Proof of prepaid internet back up (prepaid internet router or pocket wifi). Phone data will not be accepted.
- 8GB Ram or higher
- Windows 10 or higher
B. At least 1 year chat/email Customer Service experience within the same company
C. At least 1 year phone support Customer Service experience within the same company
D. At least 6 months technical support experience within the same company
OTHER INFORMATION:
Working Schedule: 5 days work week
Location: Remote
We're excited to work with you!
Apply
