Executive, Customer Experience

Key Responsibilities:

• Manage and log enquiries and feedback from customers and other stakeholders coming through phone calls, emails or social media channels
• Serve as first point of contact and response for customers and channel or escalate issues to relevant departments when necessary in timely and appropriate manner
• Accurately and efficiently address any issues with customers or stakeholders by responding in a professional manner or working with relevant departments to reach an appropriate response
• Complete administrative duties such as data entry or follow up calls and emails
• Provide feedback and analysis on efficiency of customer service process
• Undertake any other adhoc duties or projects as assigned by Supervisor or Director.

Secondary Responsibilities:

• Management of Department Procurement System
• Partnering different stakeholders to process the following:

1. Inviting Quotations from Suppliers
2. Managing Purchase Orders (POs):
3. Uploading relevant documents
4. Obtaining necessary approvals
5. Processing payments

Job Holder Requirements:

• Qualification: Diploma in Communications or relevant field
• Experience: At least 3 years of working experience in customer service environment

Other Knowledge / Skills / Attributes:

• Strong communication skills and an ability to build rapport with customers
• Possess good written and oral English language skills. Being effective bilingual in a second language would be an added advantage
• Proficiency in customer service software or CRM systems
• Possess a positive attitude, cheerful disposition and good interpersonal and conflict management skills to work with different stakeholders from across the organisation
• Where required, be able to work occasionally after office hours and some weekends to support events or tight deadlines

We regret that only shortlisted candidates will be notified.

Note: In compliance with Personal Data Protection guidelines, we do not require indication of your NRIC or Foreign Identification numbers in your CV/Job Application Form. Your CV and/or Job Application will be retained for a period of 1 year, and we will respectfully destroy these documents thereafter (in the event your job application is unsuccessful).