Customer Experience Executive

2 days ago

Singapore APM PROPERTY MANAGEMENT PTE. LTD. Full time

**Main Duties & Responsibilities**
- Manage and streamline processess for Customer Relations Management (CRM) system for Contact Centre.
- Support Customer Experience Manager in Contact Centre operations and manage Customer Service Assistants to support Contact Centre roles and responsibilities.
- Train a team of Customer Service Assistants to maintain and improve the customer experience standards
- Liaise and conduct the necessary training with vendor to ensure consistency in the service provided
- Assist with marketing related campaign and coverage of duties within the customer experience team
- Strategize and conduct open survey to monitor and maintain the service standards
- Respond to customer enquiries by providing the necessary information and obtaining customer feedback to fine tune processes and resolve complaints within specified time frames.
- Manage open incident cases to ensure that appropriate action is taken in a timely manner to close and archive case records securely.
- Coordinate with cross functional teams to ensure that retail processes are in place and effectively communicated internally, and externally (partners, merchants and vendors) for efficient feedback or incident management.
- Perform secondary checks on approved member receipts for Suntec+ Lifestyle Program to prevent fraudulent activities and abuse of the Suntec+ rewards program
- Prepare the necessary reports and documents (monthly audit logs, etc.) with high accuracy and within stipulated submission deadlines.
- Monitor and report the KPI metrics captured on the Business Intelligence platform to support the measurement of campaign success.
- Act as a key customer interface for all customer related inquiries
- Support with any other ad-hoc tasks as assigned

**Requirements**:

- Organised with a strong task management ability and meticulous with an eye for detail
- Preferably 1 year’ experience in a service-related executive role
- Strong in language and efficient in both written and verbal communications
- A strong team player with a positive attitude and driven to meet the targeted response time
- Thrives in a multi-tasking environment
- Committed in improving customer service standards and delivery
- Able to work in fast-paced environment and has a passion for service
- Capable of supervising and motivating a team

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