About the job
About Us:
Momos is an innovative and rapidly expanding company with its headquarters located in Singapore and the United States. As we embark on a strategic growth initiative, we are excited to broaden our operations across the APAC region. Our primary mission is to enhance customer satisfaction for multi-location brands by leveraging the power of AI.
Momos serves as the Customer Experience Management Platform for brands operating in multiple locations. We collaborate with renowned groups such as Shake Shack and Baskin Robbins to streamline and automate their entire customer lifecycle through AI technology. We take pride in being a trusted partner for businesses around the globe. If you're passionate about driving change and eager to contribute to a purpose-driven organization, we would love to have you on our team.
About the Role:
As a Customer Operations Associate, you will play a crucial role in delivering exceptional service to our users. You will be actively involved in the daily operations of the Customer Operations team, developing and managing processes, and assisting customers in resolving their issues promptly and effectively. Additionally, you will contribute to the evolution of Momos' Customer Operations team by working on projects that support our expanding operational requirements.
Key Responsibilities:
- Oversee the customer support ticket operations, ensuring timely and effective resolutions for customer inquiries.
- Develop new processes and refine existing ones to ensure scalability.
- Facilitate communication and alignment between cross-functional teams.
- Engage in various tasks such as:
- Providing first-touch responses and proactive customer communication.
- Tracking resolution effectiveness and addressing issues efficiently.
- Managing ticket requests through both internal and external channels.
- Regularly liaising with the team to identify areas for improvement in processes.
- Collaborate closely with the Head of Customer Operations and senior leadership.
- Elevate the operational excellence of our Customer Support team.
- Partner with colleagues to implement scalable operational processes.
Key Performance Indicators (KPIs):
- Achieve high Customer Satisfaction (CSAT) scores.
- Meet or surpass First Response Time targets.
- Enhance ticket resolution times.
- Minimize the percentage of user-raised tickets by refining internal processes and adopting preventive support strategies to improve overall customer experience.
Requirements:
- 5 to 8 years of relevant experience in customer operations or customer support.
- A strong operational mindset and a proven ability to navigate complex scenarios, ensuring seamless customer operations.
- A proactive attitude, a desire to learn, and a commitment to ongoing professional development.
- Exceptional interpersonal skills, coupled with a positive demeanor.
