Customer Experience Executive

1 week ago

Singapore TRIBOB.COM PTE. LTD. Full time

Customer Experience role
- Ensure that the first interaction that third parties have with MetaSport, and the image we project as a company is seamless
- Foster strong relationships with our customers
- Highlight (when appropriate) the company’s events and products when interacting with participants
- Handle and resolve participant complaints, and follow through with all queries in a proactive manner, aiming for a win-win outcome for both parties
- Keep detailed records of enquiries, comments, complaints and details of actions taken
- Process event registrations, travel bookings, incidentals purchases (and other bookings, orders or requests)
- Prepare and distribute internal activity and feedback reports and update systems accordingly
- Regularly review event website and registration forms content based on participants feedback
- Monitor and update the company’s refund policy, and keep the company’s customer service handbook updated at all times
- Constantly consider new technologies to improve efficiencies and speed of response
- Any other ad hoc assignments as required from time to time by management
- Manage customer databases

Key Requirements and Competencies
- At least 2 years of customer service experience
- Excellent written and spoken English
- Experience using the Microsoft Office suite, especially Excel database management
- Excellent interpersonal and communication skills, strong capacity to relate to others
- Caring and empathetic nature, a positive spirit, patience, and the ability to remain composed in the face of demanding customers
- Strong analysis and problem solving skills with good attention to detail
- Capacity to drive innovation and development in the department
- Strong sense of responsibility and ownership, and ability to work independently
- Willing to work irregular hours, evenings and weekends as and when needed, and to travel regionally
- Ability to work from home (primarily)

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