Senior Customer Support Executive

Company Description

About Jobsdb by SEEK​

SEEK’s portfolio of diverse businesses, which includes Jobstreet and JobsDB in Asia, make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.​

Life at Jobsdb by SEEK​

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Place to Work 2023 In Tech (third year in a row). In Malaysia, where SEEK’s Asia HQ is located, we received four accolades at the TalentCorp Life at Work Awards 2023, including first runner-up for Best International Organisation and champion for Best CHRO. We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Job Description

The Role

• Reporting to the Assistant Service Operations and Experience Manager, you will be sitting within the Customer Experience Team at SEEK Asia (JobsDB). You will be responsible for assisting the Assistant Service Operations and Experience Manager to manage the Customer Experience Team. We are looking for someone with a proven ability to adapt to a changing environment and be a change champion. With the role evolving over time, as we progress through our technological & operational transformation.

Key Objectives of the Role 

•  Act as a senior role in the Customer Experience Team, assist the Assistant Service Operations and Experience Manager in leading and managing the team in delivering quality service to internal & external stakeholders (Employers and Jobseekers);
• Introduce, Initiate and incubate best practices to enhance customer experience and customer satisfaction, drive and track service quality on service-related initiatives;
• Conduct coaching and quality assessments to ensure daily operations are in compliance with the company & department standards;
• Review current processes and procedures, liaise and co-ordinate with cross-functional teams on continuous improvement of fulfilment tasks;
• Provide support to team members on daily operations, perform customer support tasks when it is required;
• Ability to work independently on driving customer experience enhancement and improvement projects
• Be responsible for other ad hoc/special assignments or projects assigned by Management, including but not limited to market research and competitor analysis, mystery shopping projects.

Qualifications

Skills, Experience and Competencies

• 5 years of customer service/operations experience is a plus
• 1-2 years of experience in the supervisory level is highly preferred
• Customer-oriented with a proactive and good serving attitude
• Self-motivated with excellent problem solving, critical thinking, and analytical skills
• Presentable and strong in communication and negotiation skills
• SOP and projects implementation experience is preferable
• Salesforce (CRM) experience is preferable
• Candidate with less experience will be considered as Customer Support Executive 

Additional Information

Perks and Benefits

• Attractive numeration package
• No Shifting, Working from Monday to Friday office hour
• Smart Casual Outfit everyday

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.