Job Title
Customer Experience Intern – Singapore
Reports To
COO and Customer Excellence Lead
Job Overview
GoGMGo is a new, exciting F&B SuperApp looking to defragment the industry’s technology landscape. This is an opportunity to not just learn more about F&B and technology, but how an entire business is run. You will have the opportunity to learn about Procurement, HR, Finance, Marketing and a slew of other business functions, all while honing in on your Customer Experience skills. We are on the lookout for a confident Customer Experience Intern to look after three key elements:
Business – Customer Experience is above all else a business function, but from a customer-centric perspective which helps our clients maximise business value from our product. This Customer Experience Intern should always put the customers needs first and by doing so, clients can achieve the business goals while maximising return on investment.
Technology – The Customer Experience Intern does not need to be able to code but needs to understand the product and the level of effort involved in making the right decisions. This is even more important in an Agile environment, such as GoGMGo’s, where this Customer Experience Intern will spend most of the time bridging the gap between the customer’s needs and the business’ growth plans.
User Experience – Last and most importantly, this Customer Experience Intern is the voice of the user inside the business and must be passionate about the user experience. Again this doesn’t mean being a pixel pusher but you do need to be out there testing the product, talking to users and getting that feedback first hand – especially in a start-up, to manage a higher level of customer satisfaction, aid in retaining customers, and demonstrate product usage. You are also required to understand the customer success criterion in and out, and come up with relevant, practical solutions and prove your mettle as a trusted advisor for our customers.
Finally, act as a core team member to ensure the success of a fast-paced and high growth start-up.
Please note:
There is a possibility of evening shifts. Please discuss your openness and availability with the hiring manager.
This role is only open to Singaporeans, PR’s and those with applicable MOE visas.
When the internship has been completed, there is the opportunity to be offered full-time employment.
Responsibilities & Duties
Customer Experience / Business Optimisation
Using gathered customer knowledge, work with the team to improve onboarding and training processes (e.g. how can we increase usage of Zendesk Knowledge Base articles to reduce slack interaction for non-urgent questions
Assisting with ad-hoc admin activities to assist customers e.g. updating client upload templates / manual edits in the system
Brainstorming and executing strategic CX Initiatives alongside company-wide process improvements
Draw out actionable insights and recommendations for Customer First initiatives that will improve end-to-end customer experience
Determines customers’ needs and desires by obtaining market information from existing and potential clients
Perform ad-hoc deep dives to test for various customer satisfaction hypotheses
Facilitate qualitative research projects such as focus groups and/or in-depth interviews
Project Management
Highlighting which JIRA tickets need to be raised and checking in on their progress, updating the clients when things have been completed/the progress
Tracking timelines and organising meetings
Cross-functional collaboration for process improvement with various teams such as operations, sales and product.
Work with stakeholders to ensure current projects are delivered in a timely manner
Communication Management
Prompt if anything urgent is on the channels (Slack and Online Ordering enquiries)
Take note of questions and responses, and list them down in Zendesk KB articles.
Track pain points and requests, and collate/highlight these and provide solutions for product team to take on (feeds into CX & Business Optimisation)
Qualifications
A degree in a relevant field is a must (completed or still studying)
Proven work experience in the F&B and/or Retail industry is preferred.
Previous exposure to account management, customer service or customer experience is a must.
Strong problem solving skills and willingness to roll up one’s sleeves to get the job done.
Customer-centric mindset, while balancing internal business requirements and timelines
Skilled at working effectively with cross functional teams.
Excellent written and verbal communication skills
Experience in implementing customer solutions in a direct engagement capacity.
Should have a passion for benefiting customers and a desire to deeply understand their needs.
Ability to maintain a high-valued outcome-based relationship with an eclectic customer profile base.
Capability to gain trust and credibility by addressing customer’s needs and concerns.
Comfortable working autonomously in a fast-paced and often ambiguous environment
Familiarity with the Google Workspace and Microsoft Suite of products
Related Job Searches:
- Company:
GoGMGo - Designation:
Customer Experience Intern - Profession:
Customer Service / Communications - Industry:
Computer and IT - Location:
Orchard