Senior Executive/executive, Customer Care

2 hours ago

Singapore Singapore Sports Hub Full time

**PURPOSE**

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Singapore Sports Hub is looking for an Executive, Customer Care who will be responsible to monitor and manage Customer Care key performance indicators, procedures and reporting. He/ She will play a key role in delivering training sessions to new hires and current employees, contributing to the training needs analysis and ensuring that both company’s and department’s goals are achieved through new customer service initiatives and review of existing operational procedures.

**ROLES &**

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**RESPONSIBILITIES**

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- Follow up with designated departments and/ or escalate issues to supervisors to ensure timely and appropriate actions are taken to resolve customer feedback and enquiries
- Keep records of customer interactions, including lost and found items, in the CRM system according to the established criteria and guidelines
- Update knowledge base articles and train answer bot to enhance its accuracy
- Perform administrative tasks that include preparation of customer care reports, management of office inventory and submission of billing-related documents
- Update and develop Standard Operating Procedures and training materials
- Identify improvements and propose recommendations to enhance customer experience
- Ad-hoc duties and projects as assigned or needed

**REQUIREMENTS**

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- Degree holder
- Pleasant personality with a passion for service
- Excellent communication (written and spoken) and interpersonal skills
- Meticulous and takes pride in delivering high quality work
- Tech-savvy and willing to learn new systems
- Able to work well independently and in a team environment
- Able to work in a fast-paced environment and comfortable with ambiguity
- Willing to work on weekends and Public Holidays as required
- Proficient in MS Excel, Word, PowerPoint and Outlook
- Prior sports and entertainment industry experience preferred
- Prior experience in managing multiple stakeholders in a matrix environment
- Prior experience in Point-Of-Sales system, customer care processes and cash handling

**APPLICATION**

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