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Escalation Executive

3 weeks ago

Kallang, Singapore PRISM+ Full time

**Position Overview**:
Join our dynamic Customer Service team as a dedicated and highly analytical Quality Executive. If you have a strong passion for delivering exceptional customer experiences, this opportunity is perfect for you. We welcome fresh graduates or individuals with up to 2 years of experience in customer service or quality assurance. As a Quality Executive (Customer Service), you will play a crucial role in monitoring and assessing customer service interactions, identifying areas of improvement, and implementing quality assurance strategies to enhance customer satisfaction. Prepare for a role that may involve direct customer interaction, allowing you to step away from the desk and engage with customers in various settings, while utilizing your excellent communication and problem-solving skills.

**Responsibilities**:

- Take charge of monitoring and evaluating customer service interactions, ensuring compliance with our company's policies, standards, and procedures.
- Collaborate closely with the Head of Customer Experience / Customer Service Manager to design and implement quality assurance strategies and initiatives that drive ongoing improvement.
- Identify opportunities for improvement in customer service interactions and provide valuable feedback and coaching to agents, elevating their skills and performance.
- Develop and maintain quality assurance metrics, reports, and scorecards, allowing you to track team performance and identify trends for continuous enhancement.
- Collaborate closely with the Customer Service Manager to design and implement quality assurance strategies and initiatives that drive ongoing improvement.
- Stay updated on the latest industry trends and best practices in customer service and quality assurance, providing valuable insights and recommendations for process enhancements.
- Conduct regular training sessions on quality assurance for new and existing customer service agents, ensuring a consistent adherence to our high-quality standards.
- Step away from the desk and engage with customers in various settings, handling escalated customer issues and complaints, proactively providing effective resolutions, and ensuring their utmost satisfaction.
- Act as a reliable liaison between the customer service team and other departments, facilitating the communication of quality-related information and driving process improvements.

Note: In addition to quality assurance responsibilities, this position may involve direct customer interaction in various settings, allowing you to step away from the desk and engage with customers.

We offer a competitive salary, a comprehensive benefits package, and abundant opportunities for professional growth and development. If you are a motivated individual with a passion for customer service and quality, we are excited to hear from you. Join our team as a Quality Executive (Customer Service) and embark on an exciting journey of success and fulfillment, both within and beyond the confines of a traditional desk-bound role.

**Requirements**:

- Possess a Bachelor's degree in a relevant field or equivalent work experience.
- We warmly welcome fresh graduates or individuals with up to 2 years of experience in customer service or quality assurance.
- Exhibit strong attention to detail and analytical skills, allowing you to identify patterns and trends effectively.
- Demonstrate excellent verbal and written communication skills, enabling you to convey information clearly and professionally.
- Thrive both independently and collaboratively in a fast-paced, dynamic environment, embracing new challenges with enthusiasm.
- Display exceptional problem-solving and decision-making abilities, consistently finding effective solutions.
- Possess the flexibility to adapt to changing priorities and business needs, maintaining a positive and proactive attitude.
- Familiarity with customer service software, ticketing systems, and CRM tools is a plus.

**Benefits**
- Annual outpatient benefit (Includes dental and optical benefits)
- Birthday leave
- Health insurance
- Performance bonus
- Annual increment
- Free flow snacks and Bubble Tea Friday