Job Description

Location:
Singapore


Department: Customer Service

Location: Singapore


This is a composite role, with 3 areas of focus:
1. Take charge or be point of contact for escalated customer cases and work with Legal, Business Risk, external regulators where necessary.
2. Collaborating with our offsite teams to achieve SG operational KPIs
3. Point of contact for Redmart line of business, and to provide Customer Care inputs to RedMart Business Unit as well as co-ordinate or execute relevant actions within Customer Care function.
The candidate need to be a fast learner with the ability to formulate best practices drawing from experiences or insights within and outside e-commerce industry. The candidate also needs to be adapt at building up standards and framework, so as to provide support to business needs in a sustainable way.
Last but not least, the candidate needs to be able to work with people and work through people to achieve outcomes.

Responsibilities
1. Escalated cases (from CASE, Small Claims Tribunal, C-level etc)
a. To lead the actions required on root cause fix(es)
b. To lead the investigation into root cause and propose solution
c. To liaise with internal and external stakeholders (including regulators or customers in face to face settings) in the course of resolving the matter
d. To share insights and best practices from resolved cases with wider CC audience

2. Collaborate with outsourced Performance Management Team, and drive achievement of SG KPI
a. To provide leadership/mentorship to Shared Services Center (SSC) and collaborate to ensure BPO delivers the right experience and meets the Service Levels stated in MSA / SOW
b. To highlight and resolve roadblocks for SSC and/or BPO in their journey to achieve and improve their outputs
c. To conduct regular reviews with Head of CC together with relevant stakeholders on KPIs achievements
d. To lead the formulation of best practices and standards, aligning outcomes to SG business needs

3. RedMart line of business
a. As the PIC for RedMart in CC, to support business needs typically on service recoveries and providing customer perspectives into RedMart experience. This includes understanding voice of customer insights on RedMart and translating those to tangible suggestions for the RedMart team.
b. To co-ordinate necessary work with CC stakeholders depending on the situation and need.

Job Requirements
Minimum Bachelor’s Degree
6-8 years of working experience in customer experience or similar experience.
Advanced proficiency in SQL and MS Excel. Familiarity with Python R preferred
The candidate need to be a fast learner with the ability to formulate best practices drawing from experiences or insights within and outside e-commerce industry. The candidate also needs to be adapt at building up standards and framework, so as to provide support to business needs in a sustainable way.
Last but not least, the candidate needs to be able to work with people and work through people to achieve outcomes.