Customer Experience
Customer Experience Operations Specialist (Entry Level)
Job code: Pace-Customer Service-042022

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 - looking forward to hearing from you soon.

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