About the job
About Momos:
Momos is a dynamic and rapidly expanding company headquartered in Singapore and the United States. As we continue to grow, we are eager to enhance our presence in the APAC region. Our mission is straightforward: to empower brands in creating happier customers at every location through the power of AI.
We serve as the Customer Experience Management Platform for multi-location brands, collaborating with industry leaders such as Shake Shack and Baskin Robbins to optimize their customer lifecycle and automate operations using AI. Currently, we are proud to be a trusted partner for businesses across the globe. If you thrive in a fast-paced environment and are passionate about contributing to a mission-driven organization, we invite you to join our enthusiastic team.
Role Overview:
As a Customer Operations Associate, you will play a crucial role in delivering exceptional service to our users. You'll engage in the daily operations of the Customer Operations team, developing and managing scalable processes while collaborating with customers to address their needs efficiently. Additionally, you will contribute to shaping the future of the Momos Customer Operations team by participating in projects that support our expanding operational requirements.
Core Responsibilities:
- Manage the team’s ticket operations to ensure prompt and effective resolution of customer inquiries.
- Develop new processes and refine existing ones to ensure scalability.
- Facilitate communication and foster alignment among cross-functional teams.
- Engage in various processes and tasks including:
- Initial responses and proactive communication with customers.
- Tracking resolutions and employing effective problem-solving techniques.
- Management of tickets across both internal and external channels.
- Regularly communicate with the team to identify areas for improvement or process gaps.
- Collaborate closely with the Head of Customer Operations and senior leadership.
- Elevate the operational excellence of Customer Support to new heights.
- Work alongside teammates to implement scalable processes.
Key Performance Indicators (KPIs):
- Achieve high Customer Satisfaction (CSAT) scores.
- Meet or surpass targets for First Response Time.
- Enhance ticket resolution times.
- Minimize the percentage of user-raised tickets by refining internal processes and proactive support strategies to improve customer experiences by addressing potential challenges before they escalate.
Qualifications:
- 5 to 8 years of experience in customer operations or customer support.
- A strong operational mindset with a proven track record in navigating complex scenarios to ensure smooth functioning of customer operations.
- A proactive approach, a willingness to learn, and a commitment to continual professional development.
- Exceptional interpersonal skills, maintaining a positive attitude in all interactions.
