Customer Experience Associate

Singapore, Singapore Full-time

As one of the fastest growing e-commerce companies in Singapore, offers an unparalleled startup experience. Our culture: entrepreneurial, fiercely intelligent, team oriented, deeply creative and whatever you add to it!  We’re fanatic about improving our customer experience and providing “wow” customer service.

We spend everyday doting on our customers and we are looking for great people who love helping out on our customers’ queries. You should enjoy making complicated situations simple and painless for our customers, have a passion for our products, and simply... enjoy customer service!


You will be our RedMartian representative in answering calls, responding to emails and turning our customer issues into a great experience!

  • Become a product expert that turns around a customer to be an advocate of our brand.
  • Assess the nature of product or service issues and resolve basic to complex support problems for customer inquiries received via emails and phone calls.
  • Answers all customer queries for promotions, order management, deliveries and payments.
  • Work closely with internal departments to resolve an issue.
  • Implement and follow-through with the laid out process of handling a customer case.
  • Listen to customer feedback and provide the right solution within the required SLA.
  • Update and close CRM tickets and close a minimum number of calls per day, without compromising service experience to customers.
  • Maintain accuracy of the database.


Customer Focus:

  • Ability to empathize with and prioritize customer needs.
  • Uphold company values and respect every customer.
  • Demonstrate patience and ownership of problems with each customer.
  • Ability to resolve conflicts and set appropriate expectations with customers.
  • Ability to determine customer needs and provide appropriate solutions.


  • Ability to communicate clearly and concisely with both external customers and internally with colleagues at work.
  • Ability to document customer activities thoroughly and concisely, where required.
  • Comprehension skills-- ability to clearly understand and respond appropriately to the issues that customers present.
  • Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues.

Problem Solving Skills

  • Ability to approach problems logically and with good judgment to ensure the appropriate outcome.
  • Ability to make appropriate decisions on behalf of the customer quickly and effectively.

Computer Skills

  • Familiarity with multiple browsers, multiple tabs and window navigation, instant messenger tools.
  • Confidence in learning service ticketing systems within a short period of time.

Basic Qualifications

  • 1+ years experience in a service environment dealing with the public.
  • Fresh Diploma/ Graduates are welcome to apply, as training will be provided.
  • Clear written and conversational English language skills.
  • Has a pleasant voice over the phone, as it involves interacting with customers.
  • Conversational ability in another regional language is an added advantage, in the event of a customer’s preferred language.

What’s in it for you?

  • Office located right beside Jurong East MRT station.
  • Opportunities for growth and progression.
  • Opportunities to participate in improvement projects with team leaders.
  • Dynamic and dedicated team with highly supportive colleagues and team leaders.

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