If you asked us what The Pique Lab experience is, we’d liken it to the Disney experience: Always magical. Always delightful.
If you’re a customer service professional who believes that companies can create a consistently delightful customer experience even during the most challenging circumstances, you may be the Customer Experience Specialist we’re looking for!
[About Our Team]
At The Pique Lab, we’re on a mission to create the best learning experience for students aged 9 to 16 in Singapore. Our lessons are meticulously crafted based on pedagogical research and data-driven methodologies, and have one overarching goal: to make learning fun, shorten learning curves and help students develop a genuine appreciation for learning.
Over the past decade, we've grown from a pair of co-founders to a diverse team of over 100 team members across 10 departments. Our proprietary learning methodology and examination-centric materials have helped more than 20,000 students ace their Science examinations.
Our headquarters is in Singapore, with additional offices in China, the Philippines and Malaysia. We take pride in our open, fast-paced and flat organisational structure where every team member is valued for their skills and competencies, not just their job titles.
We are looking for an empathetic and analytical Customer Experience Specialist who can help us elevate our customer experience as we scale and work together with more parents and students!
[Your Role]
As our Customer Experience Specialist, you’ll be a key player in a strong-knit Customer Care team where you will have ample career progression opportunities to help shape a service culture that you can take pride in.
As you progress with us, you'll work towards a trainer role which will allow you to share your service skills and mentor fellow Customer Care professionals to unlock new personal and professional growth.
For a start, you’ll be involved in these 3 key growth areas:
1. Customer Management:
- Develop a deep understanding of our courses to make appropriate recommendations to our customers: You’ll learn about the key takeaways and frequently asked questions of each course. Don’t worry: you’re not expected to hard-sell our programmes and there are no pesky sales targets to hit!
- Deliver an enjoyable customer experience through our various communication channels: 95% of our communications are digital (WhatsApp messages, phone calls and emails) and 5% are in-person at our front desk
2. Service Excellence Management:
- Monitor and resolve escalated customer issues effectively: Customer experience is central to The Pique Lab experience. With your understanding of our internal processes, policies and customer requests, you’ll be involved in managing the occasional escalated cases to ensure win-win outcomes for both our customers and the company in a timely manner.
- Analyse and establish root causes of common and unique customer-related issues and solutions: Designing effective customer solutions in The Pique Lab would require a comprehensive understanding of how our customers think and behave while manoeuvring our policies strategically. You’ll be required to coordinate with internal stakeholders to understand possible root causes of common and unique customer-related issues, propose viable, customer-centric solutions and document these scenarios for training purposes.
3. Recruitment & Training:
We believe in working with the best talents and investing in our team members’ growth.
Once you’ve learnt the ropes, you’ll be involved in recruiting potential Customer Care candidates and mentoring our team members to develop the requisite skills and knowledge they need to deliver positive customer experiences efficiently and consistently.
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