Get to know us:
At Mednefits, we’re on the mission to build the future infrastructure of employee benefits to make it easier for employers to take care of their employees. Our platform connects employees with the essential benefits they need. Enabled by tech and championed by employee health, we invite you on this exciting journey!
Values are more important to us than rules. We want to empower our people to think creatively, take ownership in everything they do, and dare to try something new. If you’re up for a rewarding challenge, we’d love to hear from you.
We are seeking a skilled Customer Support Executive who excels in delivering exceptional customer experiences with a proactive and empathetic approach. You will play a vital role in ensuring customer satisfaction, resolving complex issues efficiently, and fostering a positive brand image. Prior experience in customer support or customer service, particularly within a tech company, is highly valued. Your ability to provide timely and effective solutions will be crucial in driving customer loyalty and enhancing our overall service quality.
Role overview:
The Customer Support Executive will deliver outstanding service to drive customer satisfaction by resolving inquiries efficiently. This role involves maintaining precise records, identifying technical issues, and working closely with cross-functional teams to improve processes and products. By fostering strong interdepartmental relationships, you will ensure smooth operations and enhance customer experience.
What you'll own:
- Handle inquiries, complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Provide high quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible.
- Demonstrate empathy while listening to customers and establishing their needs in order to offer relevant services and solutions.
- Keeping records of customer interactions, comments, and issues on customer support ticketing system (e.g. HappyFox/Aircall).
- Taking ownership of the key performance metrics (e.g. SLA performance) and reporting to the team on the progress.
- Identifying bug issues accurately and communicating this with rel evant teams (e.g. Product and Tech team).
- Providing feedback on the recurring issues raised by customers/providers and suggestions on product improvements.
- Foster strong working relationships with other operations departments, ensuri ng smooth collaboration and alignment in daiIy processes.
- Have great written and verbal communication skilIs (English, Chi nese (optional), and Bahasa Melayu) and are able to mai ntai n a friendly and engaging tone that reflects our brand.
- Love making things easier for customers and colleagues and are devoted to meeting the community's needs — You are inquisitive about feedback and take initiative to propose improvements.
- Stay positive and thrive under pressure with a littl e bit of chaos.
- Stand by the old saying “Patience is a virtue” and seek to empower and educate customers when they get confused.
- Meticulous, organised, and great at dealing with information from various sources to communicate with the different relevant teams.
- Comfortable being in a fast-paced and collaborative environment.
- Able to attend after-work hour calIs (with a shift allowance), applicable upon completing the probationary period.
- An environment that values and fosters a growth mindset
- Openness to failures – in fact, it’s expected!
- A great (yet brutally honest) team that you can count on.
- Flexibility to work where you do your best work
- A rewarding opportunity to disrupt the employee benefits market positively
