Customer Dispute Executive (FAQ & Community)

About GetGo Technologies

GetGo is Singapore’s largest and fastest growing carsharing platform that enables everyone with the freedom to drive, without the burden of ownership. Our vision is to be APAC’s #1 carsharing platform as we seek to create a mobility ecosystem that’s shared and sustainable for all.

About the Role

This is an exciting new role within our Community and Customer Experience (CCX) team that supports the GetGo Singapore community. Reporting to the Community Management Team Lead, you will be working closely with various business functions such as Operations, Marketing, Enforcement, Tech, and Customer Experience. You will adopt a data-driven and community-centric approach to build and nurture hundreds of thousands of customers across their journey with GetGo.

Day to Day Activities

  • Review, resolve, and respond to GetGo customer(s) disputes or escalations via emails within a defined timeframe
  • Assist in consolidating customers’ feedback to improve GetGo’s service further
  • Review and process customer reimbursement requests within a defined timeframe
  • Responsible for writing to create and review GetGo’s Frequently Asked Questions (FAQ) articles to help users to understand the application and processes better 
  • Oversee the customer satisfaction (CSAT) on FAQs articles and drive improvement initiatives 
  • Collaborate and proactively engage with colleagues from other functions to upkeep the relevance of FAQ articles
  • Respond to social media comments and queries promptly
  • Attending to urgent cases such as car accidents and breakdown calls
  • Conduct surveys to gather in-depth feedback from customers

About You

  • At least one (1) year of experience in a high-volume, multi-channel CX/CS function in a consumer technology or tech-enabled firm 
  • Experience handling level 1 and 2 escalation support via emails and customer support technology platforms 
  • Experience in managing social media and chat platforms such as Facebook and Telegram is preferred
  • Customer-obsessed with the desire to create a responsible and supportive GetGo community
  • Proficient in MS Excel and GSuite applications including email
  • Highly responsible with a strong bias for action and high aptitude to pick up new skills quickly
  • Able to think out-of-the-box to resolve complex community and customer challenges
  • Excellent verbal and written communication skills is a must
  • Familiar with customer support technology platforms such as Intercom, Zendesk, and/or Twilio would be ideal
  • Strong alignment with our GetGo Values:
    • Get it going!
    • Stay curious and humble
    • Innovate constantly
    • Keep it simple
    • Collaborate for success
    • Enjoy the ride

What We Offer

  • Vibrant, fun, and dynamic working environment
  • Medical benefits including health insurance, leave enhancement benefits, etc.
  • Staff discount when driving with GetGo
  • Training and development courses
  • Contributing part of the success in building a fast growing car sharing platform

Interested candidates, please email your resume to hr@getgo.sg