Level 1 Voice Customer Happiness Expert

Founded in 2014, Circles is a global technology company transforming the telecommunications industry through its innovative SaaS platform. The platform enables telco operators worldwide to quickly launch new digital brands or revamp existing ones, accelerating their evolution into technology-driven companies. Circles collaborates with leading telco operators across multiple continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, shaping the future of telco and digital experiences enjoyed by millions globally.

In addition to its SaaS business, Circles operates three distinct ventures. Circles.Life is a wholly-owned digital lifestyle telco brand based in Singapore, powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore, recognized with numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire provides global Communications Platform-as-a-Service (CPaaS) solutions through its cloud-based Experience Cloud platform, enabling enterprises, service providers, and developers to deliver scalable mobile, messaging, IoT, and connectivity services worldwide. Jetpac specializes in travel tech solutions, offering seamless eSIM roaming across over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac has been awarded Travel eSIM of the Year. Circles is backed by prominent global investors including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI.

Circles.Life is seeking a Customer Happiness Expert who is detail-oriented, energetic, and passionate about delivering exceptional customer service and satisfaction.

Key Responsibilities:
- Manage voicemail messages from customers, providing first-line support and immediate problem resolution through callbacks.
- Handle multiple customer interactions simultaneously via live chat, email, and social media, resolving concerns efficiently and effectively.
- Address difficult or agitated customers with genuine empathy and professionalism.
- Respond to customer comments and inquiries to ensure full understanding of their concerns.
- Collaborate with other departments to resolve issues related to delivery, order management, network, app, and billing.
- Work closely with team members to overcome challenging customer service issues.
- Perform ad-hoc tasks as needed, including callbacks requested by customers and cross-functional teams.

Required Qualifications:
- Minimum of 2 years of customer service experience, preferably in voice support (inbound/outbound).
- Experience in e-commerce, BPO, or telecommunications industries is preferred.
- Excellent communication skills in English.
- Willingness to work shifts and weekends.
- Ability to multitask and perform well under pressure.
- Strong passion for service excellence and exceptional customer service skills.

Preferred Qualifications and Benefits:
- Experience in a chat support environment is an advantage.
- Familiarity with Zendesk is a plus but not mandatory.

Circles is committed to fostering a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate based on race, national origin, gender, disability, or age.

By applying for this position, candidates consent to Circles’ Candidate Data Protection and Privacy Policy, which governs the collection, use, and disclosure of personal data solely for recruitment purposes. Applicants acknowledge their rights regarding personal data and understand the terms related to international data transfers. Withdrawal of consent may affect the consideration of the application.

Circles only accepts resumes from recruitment agencies that are part of its preferred supplier partnership program. Unsolicited resumes sent through other channels will not be acknowledged or compensated.