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

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 ;)