Customer Experience Specialist

10 hours ago


Singapore MASON & CO PTE. LTD. Full time

**Responsibilities**:

- Handling Customer’s Enquiries/Issues/Complaints; Manage customer incoming phone calls and understanding customer’s needs and flow to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication. Follow communication procedures, guidelines, and policies
- Provide accurate, valid, and complete information by using the right methods/tools and take the extra mile to engage customers
- Meet personal/customer service team KPI and call handling quotas
- Coordinate and responsible for end-to-end service and order management that includes service fulfilment, job scheduling, order processing, coordination with contractors, return and payment liaison with internal and external stakeholders.
- Assist Customer Experience Manager on how to develop lean mindset and lean oriented processes to improve efficiency/automation and standardize work and execution of lean oriented activities.

**Requirements**:

- Diploma holder or above in a related field preferred.
- At least 3 years’ experience as a customer experience specialist related role and basic technical background preferred. Ecommerce customer service experience (Handling online exchanges) will be an added advantage.
- Possesses excellent communication, process improvement, organization, and detail-oriented approach to problem-solving skills.
- Able to work in a fast paced environment
- Working experience with ERP/CRM software



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