Customer Service Associate

Be part of the team shaping the future of customer engagement at WORQ. As a Customer Service Associate, you'll manage real-time customer conversations across our CRM, delivering exceptional support while working alongside our AI chatbot to create seamless customer experiences.

More than just responding to enquiries, you'll play an active role in improving how our CRM operates—identifying opportunities to enhance chatbot performance, ensuring customer information is accurately maintained, and helping customers from their first inquiry through to resolution.

This role starts with our AI chatbot channel, but that's just the beginning. As WORQ's CRM continues to evolve, you'll have the opportunity to expand into new communication channels, take on broader customer engagement responsibilities, and grow with a team that values ownership, customer obsession, and continuous innovation.

I) Customer Support & Engagement

• Handle live customer conversations and enquiries across WORQ’S CRM channels, resolving standard queries at first contact.
• Respond to customer questions on memberships, bookings, pricing, account matters, and general enquiries accurately and promptly.
• Follow up on customer enquiries until they are resolved or appropriately handed over, ensuring a seamless customer experience.
• Deliver a friendly, professional, and customer-first experience in every interaction.
  
  

II) CRM & AI Chatbot Operations

• Operate and manage conversations through WORQ's CRM AI chatbot channel.
• Review, tag, and provide feedback on chatbot responses to improve accuracy, quality, and customer experience.
• Support the continuous improvement of CRM workflows and AI-powered customer engagement.
  
  

III) CRM Administration & Process Excellence

• Maintain accurate customer records and interaction logs within the CRM.
• Follow established CRM processes and service standards to ensure consistency and minimise customer effort.
• Escalate complex enquiries beyond standard scope to the Senior Associate with complete and relevant context.
  
  

IV) Product Knowledge & Continuous Learning

• Build and maintain a strong understanding of WORQ's products, services, policies, and CRM tools.
• Stay up to date with new features, process improvements, and customer engagement best practices as the CRM platform evolves.
  
  

I) Experience & Knowledge

• Diploma or Bachelor's degree in Business, Communications, Customer Experience, Hospitality, or a related field, or equivalent practical experience.
• Experience in customer service, contact centre, customer support, live chat, or CRM operations is an advantage.
• Familiarity with CRM platforms (e.g. HubSpot, Salesforce, Zendesk, Intercom, or similar) is preferred.
• Exposure to AI-powered customer service tools or chatbots is a plus.
  
  

II) Technical Skills

• Strong written communication with excellent grammar and attention to detail.
• Able to manage multiple customer conversations while maintaining response quality and accuracy.
• Comfortable navigating multiple systems and switching between tools efficiently.
• Proficient in Microsoft Office or Google Workspace.
  
  

III) Success in This Role

• Able to identify customer needs and provide accurate solutions within established guidelines.
• Demonstrates sound judgement in deciding when to resolve an enquiry independently and when to escalate.
• Maintains accurate customer records and documents interactions consistently.
• Learns new products, processes, and systems quickly in a fast-changing environment.