Customer Experience Executive

Circular is delightful subscription e-commerce, with sustainability at its heart. By focusing on customer experience while reducing waste and underutilization, we provide subscriptions to premium devices at affordable prices and with unmatched flexibility. Our mission is simple: to make subscribing to devices superior to owning them in every way, and thereby accelerating the transition to a waste-free circular economy. By doing so, we will change our relationship with technology from one of consumption to one of custodianship. At Circular, being a great place to work is anything but an afterthought. We are serious about crafting a place where adults work and learn together and every day is filled with meaning, collaboration, joy, and (most of all) impact. **About the role**: We are seeking a dedicated and enthusiastic First-Line Customer Experience Executive to join our team. You will be the first point of contact for our customers, assisting them with inquiries, troubleshooting, and providing solutions to their questions and concerns. This role requires excellent communication skills and a passion for delivering exceptional customer experiences in all Circular markets. **Key Responsibilities**: - Handle pre-sales and post-sales inquiries around product offerings, renewals, delivery and returns, payments, and collections. - Address customer inquiries, troubleshoot issues, and provide timely and effective solutions. - Act as an escalation point for customer issues and provide guidance to team members to ensure consistent, high-quality support. - Achieve customer experience metrics and KPIs, including ticket wait time, customer satisfaction score (CSAT), and adherence to SLAs. - Handle proactive and reactive customer experience reviews and scores. - Gather feedback from customers regarding their experience, issues, and suggestions for improvement, and relay this information to the appropriate teams. - Contribute to a comprehensive customer knowledge base to enable self-service support. - Establish and execute standard operating procedures (SOPs) to enhance efficiency across operational and customer service workflows. - Streamline and optimise customer operations processes to improve efficiency and reduce costs. - Facilitate collaboration across functions to elevate the customer experience, building strong relationships with teams like product, assetops, finance, marketing, and engineering. - Ideate and collaborate on customer centric content campaigns. Own weekly and monthly customer satisfaction reporting. **Requirements**: - Good interpersonal and communication skills with a positive customer service mindset. - 2 to 3 years in customer-facing roles, handling servicing situations. - Genuine empathy and people skills. This is about connecting with our customers, not just following a script. - Able to solve problems by thinking analytically, strategically and creatively. - Strong initiative and sound judgement. - Strong competence with software tools like spreadsheets and CRM tools. Excellent written and spoken English. **Other Benefits** - Unlimited Paid Time Off - Private Medical Healthcare, Dental and Outpatient Care - $200 "Circular Credits" to spend on whatever you want on the Circular store - Approval-free spending for work incidentals - Flexibility for WFH and Remote Work - Dedicated WeWork office in the heart of Singapore WeWork All Access memberships available for non-Singapore employees **Our Values All Circular employees are expected to fully live our values. We take this seriously: our values are not written on a poster and ignored, but written in our heads and our hearts. **Waste Less **Time is our most precious resource. Every employee is empowered and expected to spend their time wisely and with purpose. **Be Present **We honour our past and dream big dreams for our future, but we live vividly in the present. We give our full focus to the job at hand, and take the time to appreciate our milestones and victories along our startup journey. **Freedom With Purpose **We give people the freedom and trust they need to do their jobs to the best of their ability. We expect the freedom to be taken seriously, and hold people responsible for using it to further Circular’s vision and purpose.