Customer Support Specialist
Mandarin and English speaking
We are looking for an exceptional Customer Support Specialist to join our new, fast-growing global support team in Malaysia. You will be a key point of contact for our customers, making it easy for them to feel at home, wherever they travel around the world. You will be the bridge between drivers and passengers, customers and suppliers.
Join us to build the world's largest mobility network together!
About Splyt
We are a B2B middleware technology company that connects various partners in the mobility and travel space through our proprietary API integration. Our technology enables our partner network to expand their services, whilst allowing their customers greater options when they travel - all within the apps they already know and trust. Currently, Splyt’s verticals include ridehailing, micromobility, public transport and food delivery, with our platform well-suited to adding a multitude of additional verticals in the future.
Working with us
We’re a fun, diverse and enthusiastic bunch from all corners of the world (with 17 nationalities and 20 languages spoken amongst our employees). We live and breathe our values of Ingenuity, Independence, Collaboration, and Laughter. Our exceptional culture is underpinned by an empowering, collaborative learning environment where our people are constantly stretched and growing to be high-performing and, most importantly, happy.
Splyt’s Customer Experience team is a multilingual and dynamic team that does exceptional work across our partner network for all customer queries. We are now on the hunt for a fantastic Customer Support Specialist to join our ranks in Malaysia. This role will report directly into our detail-oriented and caring Customer Experience Manager.
What you’ll be doing
- Provide fast and accurate customer service via live chat, email and phone and help them get the most out of our service
- Learn our platforms and conduct advanced investigations of customer complaints
- Escalate complaints to third parties and communicate throughout the resolution process
- Proactively monitor and QA live journeys and ensure that drivers and passengers can find each other
- Contribute and share ideas to decrease the workload and improve the quality & speed of Splyt’s customer support
Who we are looking for
- Details matter to you. A lot.
- Customer service experience. Strong writing skills
- Fluent in English & Mandarin is essential!
- We are a 24/7/365 operation, so weekends and overnights are required
- Fearlessness and proactiveness. We deal with live orders. Every minute counts. Make fast decisions and have them be right
- You always put yourself in the customer’s shoes
- Positive and hard working attitude. You constantly raise the bar to yourself and the team
Desired skills and experience
- Experience both in an office and remote working environment
- Customer support experience in ride hailing or food delivery
- Tech savviness
- Experience with Zendesk, LiveChat Inc or similar customer service tools
What we can offer you
- Competitive salary
- Subsidised lunches or dinners
- Working with a talented and motivated international team
- Amazing personal growth experience
