Executive / Senior Executive, Customer Experience

3 days ago

Singapore PERSOLKELLY Singapore Full time

Contact Centre Environment
- Process improvement projects
- Chat Bots, IVR

**Responsibilities**
- Support 3 key operational objectives: Customer Experience, Cost Optimisation & Operational Efficiency
- Ensure and recommend on-time delivery and execution of marketing / promotion campaigns for all relevant stakeholders
- Conduct quality checks on processing agents and frontline staff for receipt and customer operations
- Handle daily enquiries escalated from Internal Stakeholders, Call Centre, Retail Malls and Processing teams
- Create presentations, training materials and conduct trainings / briefing sessions to on-site and off-site operations team
- Participate in User Acceptance Test (UAT) before deployment of changes in systems
- Provide necessary support to cross-functional teams in relation to customer servicing and journeys
- Proactively review customer journeys to identify opportunities for improvements to achieve excellent customer experience
- Ensure proper and accurate documentation of all transactions into systems
- Implement and continuously improve work processes for all aspects, from customer experience delivery to internal operating workflows
- Continuously embrace technology and innovation to simplify or automate tasks for operation processes to drive cost savings and efficiency
- Ensure that Standard Operating Procedures (SOPs) are kept updated
- Support end-to-end vendor relationship, from contract negotiations to onboarding of new vendors and improvisation of processes to resolve operational issues that has impact on customer experience
- Provide administrative support and perform ad-hoc duties as assigned

**Requirements**:

- Diploma in Operations or equivalent with at least 3-4 years of relevant working experience
- Related experience in Vendor Management, Customer Experience or Process Improvements will be an added advantage
- Strong proficiency in Microsoft Word, Excel & Powerpoint
- Fast and independent with strong analytical and problem-solving abilities
- Ability to drive change and provide continuous improvement ideas
- Possess good interpersonal and communication skills

Job code: AAK

EA License No.: 01C4394

551784

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