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About Cinch
Cinch is an innovative fin-tech and e-commerce business based in Singapore. Our mission is to build Asia’s largest Device-as-a-Service platform using circularity to align economic goals with environmental impact. We are committed to empowering people with access to tech without waste through our subscription-based model, disrupting a USD 700 billion industry across Asia Pacific.
Backed by a seed round from globally renowned investors, we're assembling a diverse and dynamic team passionate about social impact, changing consumer behaviours, and thriving in the fast-paced environment of a start-up.
Position Overview
The Customer Service Specialist is the first point of contact for our customers, providing exceptional support and resolving inquiries or issues in a timely and professional manner. They are responsible for building and maintaining positive relationships with customers, ensuring their satisfaction and loyalty.
The role is critical in supporting the operations of the business and achieving its objectives whilst ensuring a high level of customer service and understanding.
Key Responsibilities
Customer Support:
- Respond to customer inquiries via phone, email, or chat, providing accurate and helpful information about products, services, or policies.
- Troubleshoot and resolve customer issues or complaints, escalating complex cases to appropriate teams or management when necessary.
- Process orders, returns, or exchanges, ensuring accuracy and efficiency.
- Track and follow up on customer interactions, documenting details and resolutions in the CRM system.
Relationship Building:
- Foster positive and professional relationships with customers, demonstrating empathy and understanding.
- Anticipate customer needs and provide proactive solutions or recommendations.
- Go the extra mile to exceed customer expectations, ensuring their complete satisfaction.
Communication and Collaboration:
- Communicate effectively with customers, using clear and concise language.
- Collaborate with internal teams, such as sales, marketing, or technical support, to address customer inquiries or resolve issues.
- Provide feedback to management on customer trends or concerns, suggesting improvements to processes or products.
Other Duties:
- Maintain up-to-date knowledge of company products, services, and policies.
- Participate in training programs or workshops to enhance customer service skills.
- Perform other duties as assigned by management.
Required Skills and Qualifications
- Minimum 1-2 years in a customer service role or collections. Past experience in a tech-centric environment.
- Proficiency in using CRM systems and familiar with Google Suite products.
- Fresh graduates are welcome to apply. High school diploma or equivalent required; college degree preferred.
- Strong interpersonal and communication skills – both written and spoken
- Exceptional problem-solving capabilities, capable of navigating complex situations with composure.
- Empathetic, yet business-oriented, and able to think and respond on your feet at the same time
- A strong will to learn and adapt to rapidly changing environments. Some customer service, PR, sales and/or business operations background may help
- Professional working proficiency in both reading and writing English, Mandarin and Malay.
If you are a highly motivated and results-oriented individual with a passion for collections, we encourage you to apply.
