About Boxo
Boxo is a Series-A technology start-up headquartered in Singapore, backed by tier-1 VCs such as: Founders Fund, 500 Startups, Plug and Play and Antler. Boxo is on a mission to accelerate the adoption of Super Apps all around the world. The company empowers existing apps to transform into Super Apps by offering a suite of embeddable, white-label miniapps. These miniapps provide a range of functionalities, including Marketplace, Flight Booking, eSIMs, and Minigames, enabling businesses to enhance user engagement and expand their service offerings seamlessly.
About The Role
As a First-Level Customer Support Agent, you will be the frontline representative of our company, responsible for delivering exceptional service to our customers. Your primary role is to assist customers with their inquiries, resolve issues, and provide support through various communication channels, such as phone, email, chat, and social media.
What will you mainly work on?
1. Customer Assistance:
- Respond promptly to customer queries raised via live chat or email.
- Accurately provide the information needed by customers, ensuring clarity and completeness.
- Identify the urgency, impact, and priority of each request, and troubleshoot issues to the best of your ability.
- Gather relevant information from customers to facilitate efficient problem resolution.
2. Issue Resolution & Escalation:
- Report and escalate complex issues to the engineering team or service provider team when necessary.
- Ensure that all escalated issues are well-documented, with clear and detailed information to aid in a swift resolution.
- Follow up on escalated cases to ensure timely resolution and communicate updates to customers.
3. Performance Goals:
- Work towards meeting personal and team OKRs (Objectives and Key Results), focusing on delivering high-quality support and achieving performance targets.
- Contribute to continuous improvement by providing feedback on recurring issues and suggesting enhancements to support processes.
4. Communication:
- Maintain clear, concise, and professional communication with customers to ensure they feel supported and informed throughout their interaction.
- Collaborate with other team members and departments to ensure a seamless customer experience.
5. Product Knowledge:
- Stay up-to-date with the latest product offerings, features, and updates.
- Continuously improve your knowledge of the company’s products and services to provide informed support.
6. Customer Satisfaction:
- Strive to meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction ratings.
- Proactively identify opportunities to improve customer support processes and contribute to team success.
Requirements
- You have 2+ years of experience in Customer Support, preferably in an international SaaS company or tech company.
- You’re a pleasant and patient communicator with strong written and verbal skills.
- You speak and write English fluently.
- A positive attitude and a willingness to learn and grow within the role.
Our Values
- Never compromise. Building a good product and company is not enough. We are building the best experience both internally and externally
- Working super hard to achieve results in the shortest period of time.
- Break Walls.
- Be honest and never shy away from honest ideas, feedback, comments.
- Have fun and enjoy the ride. We spend more than 50% of our lives at work, and without fun, we will live very mediocre lives.
Ok, are you excited to apply? Awesome. We know that applying to a new role takes a lot of work and we truly value your time.
Good luck!