Customer Service Executive
2 days ago
Key Responsibilities
- Customer Interaction & Enquiry Management: Manage inbound/outbound calls, emails, live chat, and digital channels. Ensure all interactions are logged in relevant CRM systems.
- Complaints Handling & Resolution: Oversee complaint resolution processes and escalate issues when necessary. Track Voice of Customer (VOC) feedback.
- Training and Development: Coach and support retail agents. Conduct training sessions and maintain SOPs and onboarding materials.
- Reporting & Performance Monitoring: Track KPIs (e.g., CSAT, average handling time). Prepare performance reports and use insights to improve service.
- Data & Compliance Management: Ensure compliance with PDPA and internal privacy policies. Maintain accurate records and support audits.
Requirements
- Diploma/Degree
- Preferably with 3 years' experience in Customer Service
- Excellent interpersonal skills with a pleasant personality
- Able to communicate with English and one other language
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