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Customer Experience Executive
3 weeks ago
**Location**
Singapore, Central Singapore
**Job Type**
Full Time
**Salary**
$2,400 - $2,600 Per Month
**Date Posted**
18 minutes ago
Additional Details
**Job ID**
13847
**Job Views**
1
**Job Description**:
Roles & Responsibilities
We are looking for Customer Experience Executives who are self-starters with a can-do solutions focused attitude, to support the Head of Customer Experience in providing a first-class customer experience for our customers. This role is a 5 days’ work week including weekends (either Saturday or Sunday), following retail hours and will be based at a retail outlet.
**Responsibilities**
- Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back-order inquiries, problem resolution, and any other issues that may arise from retail operations processes.
- Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty, and taking advantage of sales opportunities when appropriate.
- Act as a liaison between customers and management in order to enhance the overall customer experience.
- Ensure Company’s PDPA policies are adhered to.
- Track proposed resolutions and follow up with customers in a timely manner.
- Develop and maintain a vast knowledge of full range of products and services being offered.
- Communicate customer feedback to various teams—including software, marketing, and other internal stakeholders—in order to improve the overall customer experience.
Perform other job-related duties and responsibilities as may be assigned to you from time to time by the manager
**Requirements**:
- Fluent English with excellent communication skills, both written and verbal.
- Proficiency in Zendesk, Freshdesk, Trello, JIRA and ERP systems.
- A successful track record working in a high-volume call centre environment.
- Able to solve problems by thinking analytically and creatively.
- High flexibility during retail’s peak periods.
- Ability to empathize with and prioritize customer needs.
- Exude patience and ownership with each customer.
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers.
Tags
customer
experience
executive
