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Customer Care Representative

Information Technology
Full-Time
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Mutiara Damansara, Selangor

About The Job

Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

If this is a journey you’d like to embark on, keep reading!

In the Customer Care Representative role, you’d be responsible for creating an innovative customer experience and building strong relationships with our customers over phone, email, and chat. As the company’s first point of contact for our customers, you will be responsible for driving a successful customer experience by assisting those at varying skill levels to get the best use of the product.

You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

To top it off, we also welcome fresh graduates who are switched on and really ready to make their first step into the industry a good one.

Job Requirements

What you will do:

  • Develop a deep understanding of the StoreHub platform to help customers troubleshoot and navigate through processes and bugs by phone, email, and chat.
  • Be the first point of contact for all incoming tickets and distribute to the related teams.
  • Drive a successful customer experience by assisting those at varying skill levels to get the best use of the product.
  • Advise customers on the status of hardware deliveries, installations, or bug fixes.
  • Learn to follow and maintain a streamlined bug filing process.
  • Take ownership of anything from small technical issues to escalated software bugs and solve for the customer from beginning to end.

How you will need to be:

  • Extremely determined to solve customers' problems accompanied by a willingness to go the extra mile.
  • Highly curious in asking the right questions to get to the root cause of an issue.
  • Able to pick up technical concepts and information, quickly.
  • Responsive to feedback and apply it immediately.
  • Able to multitask and switch between tools, effortlessly.
  • Resourcefulness in finding solutions when things are unclear.

What makes working at StoreHub awesome (and refreshing!):

  • Our people - for real! StoreHubbers are some of the smartest and most interesting people you will work with. Expect to do a lot of peer-learning.
  • Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home.
  • Cutting edge tools. If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
  • Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
  • It’s the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk about a person’s contribution.

We do have all the other cool perks too:

  • Free Nespresso Coffee
  • Fully stocked fridge and pantry - ice-cream, snacks, and more yums
  • Free Season Parking - no more roadside headaches
  • Medical and Dental Outpatient Visits + Medical Insurance
  • Apple Macbooks for everyone
  • Learning Budget - for courses, books, and levelling up

We are an equal opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our Culture

OUR VALUES

THOMAS


Trust First
  • Most People believe that trust is something that must be earned. On the contrary, we believe in learning to trust people first, because this kind of belief and faith is what brings out the best in people.

Humble & Hungry
  • We need to be hungry enough to get us to where we want to go but humble enough to keep it when we get there.

 Obsess Over the Details 
  • The difference between a good product and a great product lies in the details. That is why we give ourselves permission to obsess over the details until things are pixel perfect. For us, the Small Things are the big things.

Make Their Day 
  • Whether it’s our customers, suppliers, partners, friends or strangers, we want to be that person that makes your day. Everyday.

Authentic
  • Being authentic means that we are genuine and real in everything we say and do. It means that we mean what we say, we walk the talk and we do what is right. Always.

Serve Needs Not Just Profits
  • We solve the world’s biggest problems when we get better at sharing i.e. moving resources (food/money/technology) to where it’s needed most, instead of just just where it’s most profitable.

WHO WE ARE

StoreHub is one of Southeast Asia's fastest growing technology companies with a revolutionary business platform for SMEs. We are helping business owners manage and grow their businesses in today’s fast changing world. From an iPad POS to inventory management to e-commerce, we are building the platform for awesome businesses. 

As a venture-backed startup, we have been growing exponentially over the last 5 years and now serve thousands of businesses across the world from our offices in Kuala Lumpur, Shanghai, Manila & Bangkok.

Our goal is to build a culture of meaningful work, where every person on the team works towards a shared vision while engaging their role in a personally satisfying manner.

The people who succeed with us are most clearly defined by their competency and humility. These are the values that are most important to us, and we expect this of every team member at StoreHub starting with our leadership team.

If this is something that you resonate with, we’d love to meet you. Join us in building a new kind of organisation, one that is built upon the foundations of excellence, fun and creativity. We look forward to hearing from you!
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