• You will be responsible for customer counseling via call channels and online (in-app inquiries/email/Kakao) channels.
• You will convey ways to resolve the inconveniences and questions customers face on their journey with Ably.
- Additionally, you will think and improve on why customers faced inconveniences and why their questions were not resolved immediately.
• You will provide guidance to the BPO organization to enable smoother counseling sessions.
Introducing CX Guardian
• The Customer Communication role [CX Guardian] protects Ably's customer experience, going beyond simple counseling tasks to proactively empathize with the difficulties customers face while using Ably, and suggesting the fastest and most certain ways to resolve those difficulties.
• Ably's [CX Team] thinks from the customer's perspective, genuinely empathizing, and uncovering the root causes of customer inconveniences. Through this, we strive to derive accurate solutions to gain customers' trust and confidence.
• We are looking for the best fellow CX Guardians who will grow with the team to improve customer experience.
You will gain this experience
• The CX team operates by subdividing customer communication tasks, allowing you to learn customer communication professionally.
• You will work in an environment that values providing quality customer communication experiences, emphasizing quality over quickly handling large volumes of customer communications.
• Based on the work experience of CX Guardians, more diverse opportunities will be offered.
- Depending on individual capabilities, job expansions are possible in areas such as BPO collaboration, creating work manuals, process improvement, and taking on on-site leadership roles.
You will be doing this work
• You will be responsible for customer counseling via call channels and online (in-app inquiries/email/Kakao) channels.
• You will convey ways to resolve the inconveniences and questions customers face on their journey with Ably.
- Additionally, you will think and improve on why customers faced inconveniences and why their questions were not resolved immediately.
• You will provide guidance to the BPO organization to enable smoother counseling sessions.
We are looking for someone with this experience
• We are looking for individuals with less than 7 years of customer communication experience.
• We seek people who can communicate about various issues with a positive mindset.
• We are looking for individuals who approach their work with a sense of responsibility.
• We seek individuals who have a respectful and considerate attitude during collaboration with other departments.
• Those who create continuous improvements through deep contemplation and quick execution will be preferred.
• Experience in a startup environment is a plus.
You will join through this process
• Document screening → Job interview (in person) → Final interview (in person) → Final acceptance
• A mock counseling format on-site test will also take place during the job interview stage.
• If you would like to know more details, please check the joining journey guide.
• For questions regarding recruitment, please check the frequently asked questions.
- Topics include re-application eligibility, recruitment lead time, notification period for results, etc.
Please make sure to check
• Location: 24, Seongsu-ro 24-gil, Seongdong-gu, Seoul, ABLY IMPACT Center (5 minutes walk from Seongsu Station exit 2, Line 2)
• Working hours: 9:30 AM - 6:30 PM
- Monday to Friday, 5 days a week / Once a month Saturday work (if working Saturday, compensatory leave will be given on a weekday)
- Overtime payment will be provided for hours exceeding standard working hours (including a 9-hour workday with lunch).
• A contract applicable during the 3-month probation period will be drafted, and upon passing probation, it will be renewed with a contract without a fixed term.
- Salary will be paid without differentiation during the probation period.
• If false information is discovered in the application documents, employment may be canceled.
