Krisshop, a subsidiary of Singapore Airlines, is an omni-channel retailer focusing on helping
Singapore Airline’s Krisflyer program members maximizing their miles when redeeming for
products and earning more miles when buying products on Krisshop.
Krisshop’s business includes ecommerce and travel retail that includes inflight sales on
Singapore Airlines and Scoot flights, Pre-flight online purchase for delivery to seat, Post flight online purchase for delivery to home. Krisshop’s ecommerce business allows members to buy many products on Krisshop and have them delivered to their home country globally.
Krisshop partners with thousands of brands and suppliers to offer a wide selection of
merchandise for both redemption and purchase.
About the role: -
Reporting to Customer Experience manager, the Customer Experience executive will be part of team to provide best customer experience through multi-channel support channels, including general inquiry, case resolution. The person will work closely with team to improve knowledge base and keep update relevant FAQ on the website.
Job Description: -
Customer Engagement and Support:
● Proactively engage with customers through various channels, including phone, email, and chat, to understand their needs and provide timely assistance.
● Respond to inquiries, resolve issues, and address customer feedback, focusing on exceeding expectations and first contact resolution.
● Responsible for meeting individual KPIs – including but not limit to Customer Satisfaction, Quality Score, First Contact Resolutions and Average Resolutions Time.
Relationship Building:
● Cultivate and maintain strong relationships with customers, establishing trust and loyalty through effective communication and personalized interactions.
● Demonstrate a customer-centric approach, ensuring that customer needs and satisfaction are at the forefront of all interactions
Cross-Functional Collaboration:
● Collaborate seamlessly with various departments to ensure a holistic and coordinated approach to achieve customer satisfaction.
Problem Resolution:
● Investigate and resolve customer complaints or concerns promptly and professionally, ensuring a positive resolution and customer satisfaction.
● Collaborate with internal teams to address recurring issues and implement preventive measures.
Process Improvement:
● Work collaboratively with cross-functional teams to streamline customer-facing processes and enhance operational efficiency.
● Contribute to the development and implementation of customer-centric policies and procedures.
Product Knowledge:
● Develop a deep understanding of our products and services to provide accurate information.
Team Ambassadorship:
● Be the voice of the team in project-related discussions, ensuring that our perspectives, achievements, and challenges are accurately portrayed.
Requirements
Requirements:
· Bachelor’s degree in a relevant field.
· Minimum 3+ years of experience in customer service, customer support or a related role
· Excellent interpersonal, written, and oral communication skills
· Ability to lead and collaborate effective with cross-functional teams.
· Languages: English, Indonesia Bahasa preferred.
· Familiar with tools like Zendesk, Magento, ERP system is a plus.
o Experience in SQL and proficient in Python/R for data analysis.
o Experience with data modeling, data analysis and visualization tools.
o Statistical methods for building robust and actionable metrics.
