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Customer Experience Officer

Operations and admin
Full-time
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Damansara Heights, Kuala Lumpur

About The Job

Comfort Works is hiring a Customer Experience Officer to help save our customers from tired sofas all around the world. Our CX team delivers best-in-class service and pride ourselves with our 5-star reviews (don’t believe us? Google it yourselves). We are looking for an individual who has the tendency to care WAY TOO MUCH for customers - the kind who can help the team reduce churn, increase retention, and move the needle on user acquisition. To succeed, it’ll take a lot of heart, hard work, and not another warm body that will robotically answer questions.

We are NOT looking for:
• Call centre agents
• Script readers
• Keyboard warriors
• Unmotivated zombies
• Someone who thinks it’s just going to be another “job”

Sh*t that you don’t have to do:
• Put on a headset
• Night owl shifts and weekend work
• Slay customer complaints only

Hard stuff that is part of the job but good that you know now:
• Provide an amazing, personalized experience to each customers through various support channels such as email, livechat, blogs, social media etc.
• Efectively diagnose and solve day-to-day customer concerns and issues.
• Ensure feedback flows to various teams in Comfort Works to improved our services.
• Be a ninja at operating our emailing system.
• Advocate the Comfort Works especially after sales.
• Maintain or surpass NPS score of +70
• Maintain or surpass a SLA of 90% (24 hour response time)
• Keep up our 5-star rating streak on all review sites

Within Customer Experience you will be exposed to these paths (and possibly grow into after 2 years):
• Digital Marketing
• Localisation Marketing
• Product Management
• The Grandmaster of Customer Experience

Job Requirements

We LOVE to work with these qualities (and we promise that you’ll meet like-minded souls here):
• Curiosity
• Attention to details
• Resourcefulness and problem-solving skills
• Empathy we expect you to deliver flowers to our customers during major life moments
• Grammar nazis (C1, C2 levels)

Bonus points (has these and earn extra cookies):
• Previous experience in customer service, online marketing, social media management
• Background in psychology, international relations, public relations, international business, copywriting, journalism
• Worked in a start-up previously
• 1 year working experience

P.S. There  are 5 grammatical errors in this job description. If you spot them, we’ll give you RM 10 during your interview with us. Good luck ;)

Our Culture

ABOUT US

Comfort Works aims to breathe new life into living rooms across the globe, and we do this by creating beautiful handmade slipcovers for your old, tired sofas. Every aspect of our operations is done in-house, from web development to online marketing and content creation. To product design and product manufacturing. Nothing is outsourced. We design with the belief that we can live simple and beautiful by trying to revive the hidden potential of our old furniture and doing our part for the planet. Before we knew it, Comfort Works expanded into a huge range of products specialising in IKEA sofa covers, custom furniture slipcovers and other complementary accessories. 

WHY JOIN US?

  • We are a growth company with a startup mindset delivering to customers worldwide
  • The production team in China where our slipcovers are manufactured and is fully owned and run by us as well as all photo/video/web development - we like to keep all things in-house!
  • Supportive and people-focused management 
  • Clear key results and goals are set from the start
  • Culture of transparency and constant self-improvement practiced by management and executive team
  • Work with a team of customer-focused teammates from around the world to deliver 5-star products and services
  • We take training and personal development very seriously to make sure you are continuously growing with us

Cliff Notes
  • Opportunity to learn about e-commerce, online marketing, reputation management, international online customer service, product design and web development.
  • Great international workmates from USA, Argentina, Tunisia, France, Poland, China, Indonesia, Singapore, Malaysia, Germany, Philippines.
  • Cool office space with a fully stocked fridge.
  • We make pretty things comfort-works.com 
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