Customer Experience Executive
16 hours ago
**Responsibilities**:
- Make outbound calls to customers to check on their experience, ensure their satisfaction, and identify areas for improvement.
- Make reports and create a system workflow to track and analyze customer feedback and satisfaction.
- Receive and resolve more complicated escalated cases from our social media team and frontline specialists.
- Work with cross-functional teams to identify and implement solutions to solve and improve the customer experience.
- Identify, develop and implement process improvements to increase the efficiency and effectiveness of customer service operations.
- Review and analyse customer data and feedback to identify trends and opportunities for improvement.
- Be observant to monitor and measure the success of customer service operations and implement changes as needed.
**Requirement**:
- Diploma from a recognised institution.
- Minimum of 3 years of experience in customer service or a related field.
- Fluent, professional English, ability to speak another local language (Tamil, Malay, Chinese) will be favourable.
- Excellent verbal and written communication skills with strong interpersonal skills.
- Strong analytical and problem-solving skills.
- Self-motivated and team-orientated.
- Patience and strong obsession with a customer’s experience.
- Ability to navigate complex systems and databases.
- Ability to work in a fast-paced, high-pressure environment and demonstrate an ability to learn quickly.
- Strong attention to detail, meticulousness in reports, data verification, and customer concerns.
- Proficient in Microsoft Office Suite and other relevant software.
**Job Types**: Full-time, Permanent
**Salary**: $2,500.00 - $4,600.00 per month
**Benefits**:
- Company car
- Employee discount
- Free parking
- Professional development
Schedule:
- On call
- Shift system
- Weekend availability
Supplemental pay types:
- 13th month salary
- Yearly bonus
**Experience**:
- Customer service: 1 year (preferred)
License/Certification:
- Class 3 Driving Licence (preferred)
Work Location: In person
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