Are you an experienced customer service assistant? Do you have what it takes to make clients feel at ease and reassured with their concerns? Is customer satisfaction your aim? We need you!
Position: Customer Service Executive
Location: Remote (No travel required)
Working Hours: 9 AM - 5 PM (Saturday and Sunday)

ABOUT US:

Market Rocket is a leading digital marketing agency. Our mission is to identify and leverage incredible opportunities to grow brands. Our team offers a diverse range of skills, including website creation, SEO and listing optimisation, social media, advertising, email communications, design and affiliate outreach. We are looking to expand our customer service department. Your main role will be to give an amazing skincare brand the customer service attention that’s out of this world.
At Market Rocket, we specialise in full-account management, allowing our customers to focus on expanding their business while we handle all digital marketing and customer care needs. We pride ourselves on becoming an extension of our client’s business, working in true collaborative partnership to achieve exceptional results.

REQUIREMENTS:

1. Communication & Interpersonal Skills

• Excellent written and verbal communication, with the ability to adapt tone for email, chat, phone, and social platforms.
• Active listening skills to understand customer needs quickly and accurately.
• Professional yet personable style that reflects our clients brand values.

1. Customer Handling & Problem-Solving

• Experience in managing customer enquiries, complaints, and escalations calmly and empathetically.
• Ability to turn negative experiences into positive outcomes (service recovery mindset).
• Skilled in identifying recurring issues and flagging them to management for process/product improvements.

1. Technical Competence

• Comfortable using CRM systems, ticketing platforms, and live chat software.
• Confident handling email inboxes, social media DMs, and possibly phone support.
• Basic troubleshooting skills for online account/order issues.

1. Product Knowledge & Brand Alignment

• Ability (and willingness) to learn in-depth product details, benefits, and brand ethos.
• Communicating skincare knowledge clearly and confidently to customers.
• Consistent use of brand voice and tone across all interactions.

1. Organisation & Efficiency

• Strong multitasking and time management skills.
• Ability to manage multiple enquiries simultaneously without losing accuracy.
• Attention to detail when recording customer information and following processes.

1. Emotional Intelligence

• High empathy and patience when dealing with sensitive customer issues.
• Maintaining professionalism even in challenging interactions.
• Confidence to set boundaries politely when needed.

1. Adaptability & Proactivity

• Comfortable working in a startup environment (where processes may evolve quickly).
• Proactive in spotting opportunities to improve customer experience.
• Resilient and flexible when schedules or priorities shift.

Please refer the Job description for details