Customer Experience Specialist

2 days ago


Singapur, Singapore PRISM+ Full time
Customer Experience Executive

This role is part of our Customer Service Team, reporting directly to the Team Leader. As a Customer Experience Executive, you will be the go-to person for our offshore Customer Service Officers. Your primary goal will be to ensure customer satisfaction and provide a positive experience with our brand.

Key Responsibilities:
  1. Provide timely, accurate, and quality responses to complex cases, complaints, and VIP customers via various contact points such as emails, live chats, and phone lines.
  2. As the 2nd level support, review escalated cases and provide advice to frontline agents.
  3. Build sustainable relationships and act as the liaison between the customer service department and various business units such as the technical team, operations team, etc.
  4. Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction.
  5. Identify emerging issues with products and provide insights to the Team Leader early through data collection and an 'eye for details.'
  6. Audit works submitted by agents to ensure data integrity and accuracy.
  7. Analyze customer data and feedback to identify trends and opportunities for improvements. Work with the Team Leader to design and implement changes.
Requirements:
  • Diploma from a recognized institution.
  • Fluent, professional English, ability to speak another local language (Tamil, Malay, Chinese) will be favorable.
  • Previous experience working in a contact center (technical support and e-commerce will be an advantage).
  • Basic understanding of consumer electronics and smart appliances such as monitors, smart TVs, etc.
  • Strong interest in consumer electronics and technology.
  • Think big - make decisions based on risk assessment and proper judgment.
  • Be a self-starter and always seek to improve yourself - dare to step outside of your comfort zone.
  • Data-driven - you will be required to generate data, structure them, and provide insights.
Benefits:
  • Annual outpatient benefit (includes dental and optical benefits).
  • Birthday leave.
  • Health insurance.
  • Performance bonus.
  • Annual increment.
  • Free flow snacks and Bubble Tea Friday.


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