Marketplace Customer Experience Associate (Indonesian Speaking - Malaysia Based)

Company Description

About Carousell Group 

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen.

Job Description

• Provide friendly and personal support to the client community via email and chat support channels.
• Be the first point of contact to handle and resolve user issues, such as trust and safety and violation of community guidelines reports.
• Be the voice of the client team.
• Understand the challenges users face and provide effective solutions.
• Address support issues and identify top user issues.
• Work with the team to proactively address them and find relevant solutions.
• Evaluate workflows and propose recommendations to be more efficient, relevant and valuable both internally and externally.
• Report to Workforce Manager;CX Manager.
• Perform other related tasks as required.

Qualifications

• Bilingual skills: English and Bahasa Indonesia.
• Problem solving ability – able to provide several solutions to resolve current problems/constraints.
• Ability to think clearly under pressure – flexibility in adjusting to prioritisation as it comes.
• Strong sense of accountability, ownership & pride in work.
• Strong professional English and Bahasa Indonesia communication skills – both written and spoken.
• Ability to be a positive team member in a busy and fast-paced environment.
• At least 1 year of customer service experience (voice/non-voice).
• Bachelor’s/College graduate of any degree.

Additional Information

The Marketplace Customer Experience Associate will assist our Customer Experience Lead in giving quality customer support to buyers and sellers of the platform and maintaining top notch marketplace experience for Carousell users.

This is a yearly renewable contract position.

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