Are you passionate about delivering exceptional service and breathe customer-centricity?

Our business is expanding and we are on the lookout for a Customer Experience Operations Specialist who is agile, a problem-solver and enjoys going above and beyond! You will play a pivotal role in the business growth, working closely with Pace Korea Country Manager and the teams based in Singapore.

If you’re excited about this opportunity and like working in a start-up environment, we’re keen to speak with you!

Deliver exceptional customer service

• Assist merchants and shoppers resolve pre/post-purchase problems or assist them in using Pace products and services via multiple channels (e.g. email, phone, live chat and messenger app)
• Manage and resolve issues effectively to reduce repeat contacts and escalations
• Review and respond to complaints and disputes in a timely manner, ensuring empathy and professionalism in all interactions

Drive continuous improvement

• Document and classify customer interactions accurately to help identify trends
• Share pain points and emerging issues promptly with stakeholders
• Work proactively with cross-functional teams (Engineering, Sales, Marketing, Finance and Legal) to effectively resolve thematic problems identifying opportunities and possible solutions
• Constantly review processes and policies with management to maintain consistent customer delight and trust

Develop expertise

• Develop in-depth knowledge on product features, local regulation and financial processes and policies
• Generously share learnings through clear documentation
• Take a proactive approach to understand root causes and pain points

• 0-3 years of experience in operations or customer management role
• Preferably in financial services, e-commerce or online marketplace
• Self-starter with good judgement and attitude
• Independent and highly motivated to resolve issues with minimal instructions or supervision
• Enjoys working in a collaborative environment and values team cohesion
• Self-driven to continuously work towards a positive outcome
• Good communication and writing skills in both English and Korean, with attention to detail, brand tone and voice
• Willing to support operation functions on evenings, weekends and public holidays

You can also email all applications to careers@pacenow.co - looking forward to hearing from you soon.