Customer Experience Executive
$ 2,800 - $ 2,800 / Per Mon
Apply on
Availability Status
This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.
Original
Simplified
You will be the go-to person for our offshore Customer Service Officers. You will be involved in assisting the Customer Service Team Leader in managing day-to-day operations of the contact center - provide insights, advice and approvals to technical cases escalated by our customer service officers and take over any complex cases and complaints as a level 2 support staff.
Job Description:
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
As the 2nd level support, review escalated cases and provide advice to frontline agents
Build sustainable relationships and act as the liaison between customer service department and various BUs such as technical team, operations team, etc.
Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction
Identify emerging issue with products and provide insights to Team Leader early through data collection and an 'eye for details'
Audit works submitted by agents to ensure data integrity and accuracy
Analyze customer data and feedback to identify trends and opportunities for improvements. Work with Team Leader to design and implement changes
Requirements:
Minimum Diploma holder
Previous experience working in a contact center (technical support and e-commerce will be an advantage)
Basic understanding on consumer electronics and smart appliances such as monitors, smart TVs, etc
Strong interest in consumer electronics and technology
Think big - make decision based on risk assessment and proper judgement
Be a self-starter and always seeks 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
Job Description:
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
As the 2nd level support, review escalated cases and provide advice to frontline agents
Build sustainable relationships and act as the liaison between customer service department and various BUs such as technical team, operations team, etc.
Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction
Identify emerging issue with products and provide insights to Team Leader early through data collection and an 'eye for details'
Audit works submitted by agents to ensure data integrity and accuracy
Analyze customer data and feedback to identify trends and opportunities for improvements. Work with Team Leader to design and implement changes
Requirements:
Minimum Diploma holder
Previous experience working in a contact center (technical support and e-commerce will be an advantage)
Basic understanding on consumer electronics and smart appliances such as monitors, smart TVs, etc
Strong interest in consumer electronics and technology
Think big - make decision based on risk assessment and proper judgement
Be a self-starter and always seeks 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
Similar Jobs
