Customer Experience Executive

This role will report to the Customer Service Team Leader.

As a Customer Experience Executive, you will be the go-to person for our offshore Customer Service Officers. You will assist the Customer Service Team Leader in managing day-to-day operations of the contact center, providing insights, advice, and approvals to technical cases escalated by our customer service officers, and taking 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:

1. 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.
2. As the 2nd level support, review escalated cases and provide advice to frontline agents.
3. Build sustainable relationships and act as the liaison between customer service department and various BUs such as technical team, operations team, etc.
4. Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction.
5. Identify emerging issues with products and provide insights to Team Leader early through data collection and an 'eye for details.'
6. Audit works submitted by agents to ensure data integrity and accuracy.
7. Analyze customer data and feedback to identify trends and opportunities for improvements. Work with Team Leader to design and implement changes.

Minimum Requirements:

• 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 of consumer electronics and smart appliances such as monitors, smart TVs, etc.
• Strong interest in consumer electronics and technology.
• Think big - make decisions based on risk assessment and proper judgement.
• Be a self-starter and always seek 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.

Benefits:

• Annual outpatient benefit (Includes dental and optical benefits).
• Birthday leave.
• Health insurance.
• Performance bonus.
• Annual increment.
• Free flow snacks and Bubble Tea Friday!