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Customer Experience and Operations Executive
2 weeks ago
Description:
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 crossfunctional 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 problemsolving skills
- Patience and strong obsession over a customer's experience
- Ability to navigate complex systems and databases
- Ability to work in a fastpaced, highpressure 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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