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Senior Client Care Specialist

  • Applications are considered on a rolling basis
  • Singapore

Meltwater Social (also known as Sysomos) is recognized for its outstanding customer service and the Client Care Team personifies this spirit. This team works directly with our clients, who include the world’s largest agencies and global enterprises as well as a number of industry leading corporations.

The Senior Client Care Specialist is at the center of the daily operations of Meltwater Social. In this role, the Senior Client Care Specialist works closely with many other departments including Product Development, Sales and Product Management to provide high quality and timely service to our clients.

Key Responsibilities:

  • Respond to, manage, and resolve Tier II Client Care requests within established SLAs
  • Provide prompt, friendly and overall awesome service across all customer interactions
  • Identify opportunities during service interactions to actively share new features, platform best practices, workflow process improvements, and configuration guidance
  • Identify and escalate Tier III requests in accordance with established escalation process
  • Achieve key performance objectives including customer satisfaction ratings, user adoption, customer retention, and internal quality measures
  • Provide guidance, direction, and assistance to Tier I
  • Accurately document and track external client feedback, inquiries, errors, and administrative requests in support case management system
  • Maintain high level of product and internal process knowledge
  • Participate in and lead additional projects as required

Required Skills & Qualifications

  • Bachelor’s degree in any specialization
  • Minimum of 3 years of experience in a customer-centric position
  • Excellent written and oral communication skills
  • Superior customer service skills and a genuine enthusiasm for helping others
  • Strong computer skills with the ability to learn new software quickly
  • Experience working in a fast-paced environment
  • Detail-oriented approach with the ability to juggle multiple tasks simultaneously
  • Positive attitude and diligent work ethic
  • Ability to work well independently with minimal supervision

Work with great people

Aloysius Yeo
Project Manager, Enterprise Solutions
"Meltwater has given me opportunities to grow and develop. The flat culture has enabled me to learn from the senior managers in the company and has definitely helped in my personal development."
Ayesha Mumtaz
Managing Director, Client Success
"What attracted me to Meltwater was the energy, diversity and the possibilities to grow."
Angela Seng
Solutions Director
"Meltwater is a wonderful environment to learn, grow and develop in. Filled with energy and passion for success, it has inspired me to innovate and outdo myself."
Gordon Toh
Managing Director, Client Acquisition
"Meltwater's fast-paced business environment and forward looking leadership gives me confidence that I am investing my time into a rapidly growing industry."

Great Place to Work

  • Competitive salary & bonuses

  • Work-life balance

  • Generous vacation leave & medical benefits

  • Vibrant office space and well-stocked pantry

  • Progression and empowerment

  • Diverse, high-performance & collaborative teams

  • Flat hierarchy and strong support groups

  • Global presence with opportunity to travel

  • A uniquely Meltwater culture

About the company

Meltwater, the pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. We believe that business strategy will be increasingly shaped by insights from online data. Organisations will look outside, beyond their internal reporting systems to a world of data that is constantly growing and changing. Our customers use these insights to make timely decisions based on real-time analysis.

More than 30,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. With nearly 20 years of experience analyzing data, Meltwater is dedicated to a personal & global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community.

Keen on a 'virtual tour' around our Singapore office?
VISIT: https://www.humanresourcesonline.net/photos-meltwaters-singapore-office-is-a-melting-pot-of-fun-and-winning/


Meltwater has won several awards as a Top Employer worldwide, and our culture is based on a fundamental belief in people and the potential they possess. Our employees embody the ‘work hard, play hard’ spirit, and we are lucky to have some of the best and most talented people out there. Close mentorship and team unity are constantly emphasized to ensure every individual is continuously developing.

We create an environment where our people are motivated by their colleagues to discover new strengths and shine even brighter. We keep our entrepreneurial spirit alive within every team and every department—delighting in hard work and relishing the feeling of accomplishment that comes with it.

Our values are at the core of our culture, and they can be summed up by the acronym MER, which means “more” in Norwegian.

Moro [‘mo(·)ro]
Norwegian for “Fun.” We believe that in order to become successful as a whole, we should all enjoy ourselves. That’s why we promote a fun, collaborative working environment.

Enere [‘e nðr’e]
Norwegian for “Number One.” At Meltwater, average isn’t good enough. Our goal is to build a groundbreaking company supported by a thriving culture in which our people aspire to exceed their personal expectations.

Respekt [re’spekt]
Norwegian for “Respect.” We believe it matters how a company or an individual becomes number one. Striving to be the best doesn’t mean sharp elbows: we should all treat our colleagues and customers with respect and humility.

An acronym for Moro, Enere and Respekt, which creates the Norwegian word “More.” We celebrate our victories without losing our drive to improve—whether in reaching personal goals or corporate milestones. Though simple on the surface, our values guide us in everything we do, from how we prioritize our objectives and make decisions to how we clarify expectations and measure our success.

Talent Acquisition, Meltwater Singapore | Hiring Manager

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Meltwater Singapore

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