Customer Experience Leader
7 days ago
Plus Relocation is hiring a **Customer Experience Leader** to locally support our Singapore clients.
This role is responsible for delivering a superior customer experience, through expert management of the mobility process. This role works directly with designated clients and their relocating employees and has one direct report.
Essential functions:
- Participate in workforce management processes in coordination with the Manager
- Participate in engagements with current and prospective clients as needed
- Serve as the expert in the mobility process and the third level of support for escalation resolution
- Act as an advisor to Customer Experience Associates and Global Mobility Counselors
- Collaborate with team members to identify and implement service improvement opportunities and program enhancements
- Assist in initial and ongoing training, education, and developmental opportunities for team members
- Other responsibilities as assigned may include leading team meetings, Manager coverage, workload distribution and regional responsibilities
- Customer Experience Associate II, III or Global Mobility Counselor responsibilities as assigned
- Meet and maintain Key Performance Indicator (KPIs) scores
Qualifications:
- Minimum 1-2 years of experience in a customer service, consultative and/or administrative role
- Experience working in an omni-channel, order and/or phone queue environment
- Experience working in a chat management system Strong customer service and organizational skills
- Ability to work effectively in a fast-paced environment
- Ability to be a self-starter and work autonomously, as well as be part of a successful team
- Excellent verbal and written communication skills
Ability to respond resourcefully and constructively to new demands, priorities, and challenges
A customer-first mindset with natural empathy
- Eagerness to learn more about customers and their needs
- Ability to work effectively in a chat management system
- Ability to work effectively in an order queue environment and follow FIFO (first in, first out) guidelines
- Effective and proactive problem-solving skills
- Strong attention to detail
- Strong consultative skills
Are you looking for a career that provides the resources and support to succeed, a company that develops award winning tools and technology, along with a team of employees who have fun each day? This is what you will find with Plus Relocation We invest in our employees by concentrating on continuous training, while offering an unwavering commitment to support personal and professional development.
Why should you choose Plus Relocation? Check out our Vision, Mission, and Values statement. Plus truly has the best employees who care and want to make a difference.
PM21
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