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

\xc2\xb7 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

\xc2\xb7 Collaborate with various teams and stakeholders to identify appropriate actions and resolve customer feedback and drive implementation of improvement initiatives

\xc2\xb7 Escalate issues to supervisors to ensure timely and appropriate actions are taken to resolve customer feedback and enquiries

\xc2\xb7 Create and update documentation and resources including Standard Operating Procedures, training materials and knowledge base articles

\xc2\xb7 Assist in mapping as-is customer experiences, interactions, and touchpoints to gain a comprehensive understanding of the existing customer journey

\xc2\xb7 Maintain accurate and up-to-date records of customer interactions and transactions, including records of lost and found property, in the CRM system

\xc2\xb7 Perform administrative tasks such as preparation of customer care reports and meeting minutes, management of office inventory and submission of billing-related documents

\xc2\xb7 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

\xc2\xb7 Identify opportunities and provide insights with proposed recommendations to enhance customer experience and improve processes

\xc2\xb7 Prepare regular reports and presentations, highlighting progress and areas for improvement, to the management

\xc2\xb7 Support and execute any ad-hoc duties and projects as assigned or required

Requirements

\xc2\xb7 Diploma/ Bachelors degree in any field or equivalent

\xc2\xb7 Minimum 2 years of experience in customer service, preferably in a fast-paced environment

\xc2\xb7 Customer-centric mindset with a passion for delivering exceptional experiences

\xc2\xb7 Proficient in organisational skills to manage customer records, documentation and administrative tasks

\xc2\xb7 Possess excellent communication skills, both written and verbal, with the ability to communicate effectively with customers and all levels of the organisation

\xc2\xb7 Ability to work well in a team or independently

\xc2\xb7 Strong organisational skills with the ability to multi-task and adapt to changes in a highly dynamic work environment

\xc2\xb7 Pro-active, self-motivated and keen learner

\xc2\xb7 Willingness to work on weekends and Public Holidays as required

Working Hours

Mon to Fri: 830am - 6pm

Location

National Stadium (Stadium MRT)

Salary

$2600 to $3800 per month

Benefits

18 days AL

AWS+Bonus

HP Allowance

Flexible allowance

Business Edge