Job Description
Do you possess a genuine passion for connecting with people and making a positive impact? Do you thrive in a fast-paced and dynamic environment? We have an exciting opportunity for you to join our team as a Customer Care Executive where you will play a pivotal role in providing exceptional customer service support and experience, overseeing administrative tasks related to customer care operations.
Responsibilities
ยท Respond to customer enquiries and feedback via different touchpoints such as hotline, emails, face-to-face interactions and live chat in a timely and professional manner
ยท Collaborate with various teams and stakeholders to identify appropriate actions and resolve customer feedback and drive implementation of improvement initiatives
ยท Escalate issues to supervisors to ensure timely and appropriate actions are taken to resolve customer feedback and enquiries
ยท Create and update documentation and resources including Standard Operating Procedures, training materials and knowledge base articles
ยท Assist in mapping as-is customer experiences, interactions, and touchpoints to gain a comprehensive understanding of the existing customer journey
ยท Maintain accurate and up-to-date records of customer interactions and transactions, including records of lost and found property, in the CRM system
ยท Perform administrative tasks such as preparation of customer care reports and meeting minutes, management of office inventory and submission of billing-related documents
ยท Assist in establishing processes for collecting and analysing customer feedback, surveys and data analytics to gain insights into customer behaviour and preferences, driving data-driven decision making
ยท Identify opportunities and provide insights with proposed recommendations to enhance customer experience and improve processes
ยท Prepare regular reports and presentations, highlighting progress and areas for improvement, to the management
ยท Support and execute any ad-hoc duties and projects as assigned or required
Requirements
ยท Diploma/ Bachelorโs degree in any field or equivalent
ยท Minimum 2 years of experience in customer service, preferably in a fast-paced environment
ยท Customer-centric mindset with a passion for delivering exceptional experiences
ยท Proficient in organisational skills to manage customer records, documentation and administrative tasks
ยท Possess excellent communication skills, both written and verbal, with the ability to communicate effectively with customers and all levels of the organisation
ยท Ability to work well in a team or independently
ยท Strong organisational skills with the ability to multi-task and adapt to changes in a highly dynamic work environment
ยท Pro-active, self-motivated and keen learner
ยท Willingness to work on weekends and Public Holidays as required
Working Hours
Mon to Fri: 830am โ 6pm
Location
National Stadium (Stadium MRT)
Salary
$2600 to $3800 per month
Benefits
18 days AL
AWS+Bonus
HP Allowance
Flexible allowance