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Job details

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Community Happiness Intern, Operations - Support

Kuala Lumpur

The Company - GOGET

GoGet is an on demand workforce platform. Our mission is to transform the traditional labour market. No longer do people have to choose between a full time job or an 8 hour working shift. We believe the future of work is here and that is through creating opportunities by connecting people in a whole new way. A stay-at-home mother can be included in the workforce for 2 hours between school drop off times, a retiree is able to connect and help out a local neighborhood florist and business owners are able to grow their operations without full time costs. We envision a world where true empowerment is possible. We empower businesses to connect with the city’s workforce, grow their operations while saving money and be more efficient. For our users in the community who are looking to network, learn a new skill, we are changing the game for opportunities, upskilling and mobile training for the nation’s people. If you feel passionate about helping others, about connecting people and about creating impact through innovation, join us!

The Role

GoGet is looking for a passionate Community Happiness Intern to join our Operations - Support team. The central goals of the Operations - Support function are:

  1. To create positive customer experiences through our support system.

  2. To increase Customer Lifetime Value by retaining customers that use our platform.

  3. To enhance GoGet’s ratings and reviews on other external platforms and internal community ratings of support function.

This role will entail interacting with GoGet’s users to enhance customer experience that can lead to long term loyalty. You will work closely with the Community Support Manager and Associate to achieve the above goals. The right candidate should be a professional with a “people-first” attitude and have an unruly desire to be efficient.


At GoGet we are People first, then Process and Product. People because we believe not only in the community that underpins the model of GoGet but that execution is our differentiator and people are necessary for this to be done well. This is what we believe eventually delivers a great product that we deliver to our users and the overall community. You’ll have the opportunity to work with some of the most resourceful and determined individuals who are passionate about impacting people’s lives by creating opportunities on the GoGet platform. Come work with our wonderful and passionate team and make an impact on our community today!

Let's break that down

  1. To assist the Operations - Support team in handling issues that arise from the customer support channel.

    1. Able to handle and close out support tickets created by the community in an effective and timely manner as per our Standard Operating Procedures.

    2. Take action on feedback received from the community from multiple support communication channels and propose potential solutions.

    3. Troubleshoot issues manually for the team to understand the root problem.

    4. Improve the current Standard Of Procedure, Frequently Asked Questions or standard replies given to users based on any findings found by providing feedback and actioning on the improvement proposal.

    5. Support and assist the Community Support Manager and Associate in their daily roles where needed.

  2. To be an active member of the Operations - Support team in interaction with other stakeholders.

    1. Assist Community Support Associate in updating any documentation to be shared with the larger team of GoGet.

    2. Be proactive in staying updated with GoGet’s latest product, system updates, and features to answer customer queries effectively.

    3. Assist in Finance-Operations related issues, which involve generating promo codes and creating payment collection links and more.

Who will you work with?

We work as a team, and your role is to be a great team player with Community Support Associate, Community Support Manager and any other teams that may be required.

Requirements

    Must be proficient in computer skills, including Microsoft Office Suite (Word, PowerPoint, and Excel) and G-Suite services such as Google Sheets, Word Docs.

    Must be a fast learner with technology softwares.

    Must be 18 years of age and above.

    Must be comfortable communicating with others via phone, instant messaging and written emails.

    Have strong critical thinking and problem-solving skills.

    Excellent English written and verbal communication skills.

    An emphatical mindset to always listen to others and resolve user’s pains.

    Ideally be enrolled in an accredited university/college program undergoing undergraduate studies in Business Studies/ HR/ Management Mass Communications or equivalent.

Location

Our office is located at Bandar Utama, Petaling Jaya, Selangor, Malaysia. However, due to current circumstances, we are working remotely.

Device

Please ensure that you have a fully functioning laptop for this position. The laptop must be able to have multiple browser tabs open at the same time and not have regular reliability issues.

Internet

Due to the lockdown situation, we kindly request all candidates to have a good internet connection in order to be able to perform well in this position.

Permanent Job Offer

There is a possibility for a permanent job to be offered based on a case by case basis and a good review from the hiring manager.