Customer Experience and Operations Executive

2 weeks ago


Singapore PRISM TECH PRIVATE LIMITED Full time

We are seeking a highly motivated and energetic Customer Experience and Operations Executive to join our fast-growing startup.

Responsibilities:

  • Make outbound calls to customers to check on their experience, ensure their satisfaction, and identify areas for improvement
  • Navigate systems and make reports to track and analyze customer feedback and satisfaction
  • Receive and resolve more complicated cases that are escalated from frontline customer service agents
  • Work with cross-functional teams to identify and implement solutions to improve the customer experience
  • Develop and implement process improvements to increase efficiency and effectiveness of customer service operations
  • Analyze customer data and feedback to identify trends and opportunities for improvement
  • Provide coaching and training to frontline customer service agents to improve their performance and ensure a consistent customer experience
  • Continuously monitor and measure the success of customer service operations and implement changes as needed

Requirements

  • Diploma from a recognised institution
  • Minimum of 2 years of experience in customer service or a related field
  • Fluent, professional English, ability to speak another local language (Tamil, Malay, Chinese) will be favourable.
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Patience and strong obsession over a customer’s experience
  • Ability to navigate complex systems and databases
  • Ability to work in a fast-paced, high-pressure environment
  • Ability to work independently and as part of a team
  • Strong attention to detail and meticulous in reports and data verification
  • Proficient in Microsoft Office Suite and other relevant software



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