Customer Service Executive

The Customer Executive is responsible for delivering high-quality service and support to our customers across multiple platforms. This role focuses on building strong customer relationships, resolving complex inquiries, and ensuring a seamless end-to-end customer experience. The Executive will act as a key point of contact, ensuring that service standards are met while proactively identifying opportunities to improve customer satisfaction.

Job Responsibilities

Customer Engagement & Support

• Omni-channel Support: Manage and resolve customer inquiries via phone, email, live chat, and social media platforms in a timely and professional manner.

• Relationship Management: Act as a dedicated point of contact for key customer accounts, ensuring their needs are met and expectations exceeded.

• Problem Resolution: Investigate and resolve complex issues or complaints, escalating to senior management only when necessary, and providing root-cause analysis to prevent recurrence.

Service Excellence & Quality

• SLA Compliance: Ensure all personal and team KPIs, such as Customer Satisfaction (CSAT) and Average Handling Time (AHT), are consistently achieved.

• Quality Assurance: Maintain a high standard of communication, ensuring accuracy, empathy, and adherence to company policies in every interaction.

• Feedback Loop: Collect and synthesize customer feedback to provide actionable insights to the product and operations teams.

Operational Support

• CRM Management: Maintain accurate and up-to-date customer records within the CRM system, documenting all interactions and outcomes.

• Process Improvement: Identify bottlenecks in the customer journey and suggest improvements to enhance efficiency and the overall user experience.

• Product Knowledge: Stay updated on all product features, service offerings, and promotional activities to provide accurate information to customers.

Working hours

• Monday to Friday 8.30am to 6pm. Overtime may be required on weekdays during the subscription drive.

• Required to work on Saturday or Sunday from 8am to 12.30pm (approximately 3 times in 8 weeks)

Who we are looking for

Skills

• Communication: Exceptional verbal and written communication skills with the ability to convey complex information clearly.

• Interpersonal Skills: Strong empathy and the ability to build rapport with diverse customer profiles.

• Technical Proficiency: Skilled in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.

• Problem-Solving: Highly analytical with the ability to think on your feet and resolve issues under pressure.

• Adaptability: Ability to thrive in a fast-paced, evolving environment and manage multiple priorities effectively.

Competencies & Personality Traits (Required Competencies)

• Minimum of 3 years of experience in a customer service, account management, or client relations role. Candidates with experience may be considered for a Team Lead position.

• Collaborative team player with a positive attitude

• Highly empathetic with a problem-solving mindset

• Passionate about customer service

Qualifications

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field preferred