Customer Experience and Operations Executive

We are seeking a highly motivated and energetic Customer Experience and Operations Executive to join our fast-growing startup. The successful candidate will be responsible for making outbound calls to customers to check on their experience, navigating systems and making reports, and receiving and resolving more complicated cases that are escalated from frontline customer service agents. They will also work on additional projects to continuously improve the customer experience.

Responsibilities:

1. Make outbound calls to customers to check on their experience, ensure their satisfaction, and identify areas for improvement
2. Navigate systems and make reports to track and analyze customer feedback and satisfaction
3. Receive and resolve more complicated cases that are escalated from frontline customer service agents
4. Work with cross-functional teams to identify and implement solutions to improve the customer experience
5. Develop and implement process improvements to increase efficiency and effectiveness of customer service operations
6. Analyze customer data and feedback to identify trends and opportunities for improvement
7. Provide coaching and training to frontline customer service agents to improve their performance and ensure a consistent customer experience
8. Continuously monitor and measure the success of customer service operations and implement changes as needed

Minimum Requirements:

1. Diploma from a recognised institution
2. Minimum of 2 years of experience in customer service or a related field
3. Fluent, professional English; ability to speak another local language (Tamil, Malay, Chinese) will be favourable.
4. Excellent verbal and written communication skills
5. Strong analytical and problem-solving skills
6. Patience and strong obsession over a customer’s experience
7. Ability to navigate complex systems and databases
8. Ability to work in a fast-paced, high-pressure environment
9. Ability to work independently and as part of a team
10. Strong attention to detail and meticulous in reports and data verification
11. Proficient in Microsoft Office Suite and other relevant software

If you meet the above requirements and are interested in joining our team, please submit your resume for consideration. We look forward to hearing from you!