Business Development | Customer Service
management | communication | customer experience | customer service
CaterSpot is Asia’s largest corporate catering platform that connects companies and people with catering options. We offer users the possibility to order 4000+ catering menus and packs from a curated list of caterers and restaurants in Singapore and Hong Kong. Our Operations Centre based in Kuala Lumpur supports both countries in daily operations.
Managing and leading a team of Customer Care in our Operations Centre
Recruiting new team members along with the growth of the company
Managing the work-flow within Customer Care team, at the same time operationally supporting by taking on chats, emails and calls whenever necessary
Resolving escalations raised by Customer Care Executives
Establishing processes and monitoring key KPIs (customer satisfaction, NPS, interactions quality)
Resolving basic escalations resulting from operational problems
Pro-actively coming up with ways to make operations more efficient and customers happier
Managing basic HR matters around the team (punctuality, attendance, performance, team spirit)
At least 2 years of experience in leading a team
Self starters who are comfortable with taking the initiative
A quick and calm thinker when under pressure, multitasking pro! Enjoy talking and listening to people.
You have passion for making people happy: You have an eye for opportunities to impress customers with service that goes above and beyond.
Strong communication and organization skills - the ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well.
Fluent in English. Proficiency in Cantonese or Mandarin would be an advantage.
Demonstrated ability to work in a fast-paced customer facing environment. High attention to detail.
Tech savvy, good PC skills, e.g. MS Office, Google Docs, Google Sheets.
What we offer:
Opportunity to lead team and help our Operations Centre grow
Enjoy high level autonomy, and be seen and heard for all the great work you do
An excellent opportunity to work in an energetic, fast paced environment
You'll learn the ins and outs of operations, participate in training activities and most of all - you'll learn the business.
Open, respectful, fun company culture with people who seriously enjoy what they are doing.
Great exposure into multiple aspects of a fast-growing, game changing business.
Fast career growth and many opportunities for advancement within company
You'll be leading our Customer and Partner Care team. That means you'll be responsible for the service provided to our customers (other companies and households) and partners (restaurants and catering companies, trying to bring it to the next level by impressing them through every interaction our team conducts.
CaterSpot is Asiaâs largest online marketplace that connects companies and people with great local catering options. We offer users the possibility to order 600+ catering menus and packs from a curated list of caterers and restaurants in Singapore and Hong Kong with island-wide coverage.