Customer Escalation Specialist

仕事内容

About ZenyumZenyum is one of Asia’s largest consumer brands in the making. We channel tech and innovation to transform the dental category from a boring chore to an exciting ritual.We provide a range of Smile Cosmetics, such as teeth-straightening Invisible Braces (Zenyum Clear) and the top-selling toothbrush (Zenyum Sonic) on e-commerce platforms and in physical stores.We are backed by some of the world’s best VCs, including Sequoia and LCatterton. We are a bunch of ambitious folks and we want to create a place that you will want to show up for every single morning, and create products that make you smile more.Join us in our mission to spread smiles across Asia!About This RoleThe Customer Care team is responsible for ensuring that all Zenyum customers attain best in class experience through their journey with our invisible braces, Zenyum Clear. You will be the primary contact point with our customers as they embark on their journey to attain that picture perfect Instagram worthy smile. Join our team as we look to spread smiles across, and make Asia Smile More!Responsibilities

• Provide personalized customer care to both existing and new customers for our invisible braces, Zenyum Clear
• Guide new customers through the entire treatment plan roadmap
• Be the main point of contact for all customer queries via our Zenyum smartphone application
• Ensure that customer’s periodic teeth progression photos uploaded on the Zenyum smartphone application are in good order (healthy gums & teeth etc)
• Cross-sell and upsell Zenyum’s complimentary dental products to customers (i.e. Zenyum Sonic toothbrush, toothpaste etc)
• Be the key touchpoint for all dispute resolution processes

Requirements

• Strong and effective communicator, with working proficiency in English and Cantonese to liaise with Cantonese speaking customers
• 1 to 2 years of relevant customer service experience
• Customer service oriented nature who enjoys daily interactions with others
• Advantageous to possess sales experience, however, not required
• Good understanding of customer needs and an ability to propose solutions to address these needs
• Excellent time management & interpersonal skills