This role will report to the Customer Service Team Leader.
As a Customer Resolution Executive, you will be the go-to person for our offshore Customer Service Officers. You will be involved in assisting the Customer Service Team Leader in managing day-to-day operations of the contact center - provide insights, advice and approvals to technical cases escalated by our customer service officers and take over any complex cases and complaints as a level 2 support staff. This role requires you to have a strong interest in consumer electronic products and keeping up-to-trend with the technologies. Your main goal will be to ensure customer satisfaction and provide a positive experience with our brand.
Job Descriptions:
- Provide timely, accurate and quality responses to complex cases, complaints and VIP customers via various contact points such as Emails, Live Chats and Phone Line
- As the 2nd level support, review escalated cases and provide advice to frontline agents
- Build sustainable relationships and act as the liaison between customer service department and various BUs such as technical team, operations team, etc.
- Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction
- Identify emerging issue with products and provide insights to Team Leader early through data collection and an 'eye for details'
- Audit works submitted by agents to ensure data integrity and accuracy
- Analyze customer data and feedback to identify trends and opportunities for improvements. Work with Team Leader to design and implement changes
- Diploma from a recognised institution
- Fluent, professional English, ability to speak another local language (Tamil, Malay, Chinese) will be favourable.
- Previous experience working in a contact center (technical support and e-commerce will be an advantage)
- Basic understanding on consumer electronics and smart appliances such as monitors, smart TVs, etc
- Strong interest in consumer electronics and technology
- Think big - make decision based on risk assessment and proper judgement
- Be a self-starter and always seeks to improve yourself - dare to step outside of your comfort zone
- Data driven - you will be required to generate data, structure them and provide insights
- Annual outpatient benefit (Includes dental and optical benefits)
- Birthday leave
- Health insurance
- Performance bonus
- Annual increment
- Free flow snacks and Bubble Tea Friday!
