Customer Experience Agent - Support (1 Year Contract)

Are you passionate about building great products? Do you want to redefine the way travellers explore the world? Keen to be part of this growth journey with a bunch of amazing people? Then Pelago is the place for you!

We are looking for ambitious and motivated talents who are excited about staying on the cutting edge of Technology and always keen on innovating new ways to drive growth and taking our startup to new heights.

WHO ARE WE?

Pelago is a travel experiences platform created by Singapore Airlines Group. Think of us as a travel magazine that you can book - highly curated, visually inspiring, with the trust and quality of Singapore Airlines. We connect you with global, local cultures and ideas so you can expand your life.

We are a team of diverse, passionate, empowered, inclusive, authentic and open individuals who share the same values and strive towards a common goal!

WHAT CAN WE OFFER YOU?

• An amazing peer group to work with, and the ability to learn from the similarly great minds around you
• A unique opportunity to take end-to-end ownership of your workstream to deliver real value to users
• Platforms to solve real user problems concerning travel planning & booking with innovative products/services
• An opportunity to be an integral part of shaping the company’s growth and culture with a diverse, fun, and dynamic environment with teammates from different parts of the world
• Competitive compensation and benefits - including work flexibility, insurance, unlimited annual leave, remote working and more!

WHAT WILL YOU DO?

We are looking for positive and energetic Customer Experience Agents (Support) to deliver great customer experience and support to our customers and experience providers. You will be the point of contact for enquiries and be pivotal in building trusting and endearing relationships with our users. As a Customer Experience Agent (Support), you will:

• Fulfilling, proactively monitor bookings via call and email
• Attend to and resolve customers or experience providers’ enquiries via email, in a prompt, helpful and friendly manner
• Coordinate and liaise between customers and experience providers on booking matters

WHAT EXPERTISE & QUALITIES YOU NEED TO HAVE?

• At least 1 year of experience, preferably in a fast paced customer support/ contact centre/ service industry/ operations/ e-commerce environment
• Detailed oriented and well organised, you take pride in getting things done accurately and thoroughly
• Strong communication skills, fluent in both written and spoken english
• Team player, but also able to work independently
• Customer service oriented and have great empathy for users
• Comfortable working with systems and tools, prior experience using Zendesk or other customer service software would be nice, but not mandatory as training will be provided
• Diploma/ Graduate Certificate in Hospitality Management, Business Administration or related fields

You’ll be required to work on staggered/ rotational shifts including weekends and Public Holidays to support daily operations. Our daily operations 5 day work week.

If you’re as excited as we are in this journey, do apply directly with a copy of your full resume and portfolio (if any). We'll reach out to you as soon as we can!