Customer Experience Specialist  

Job Brief:

• Tracking customer experiences across online and offline channels, devices, and touchpoints
• Supporting our customers and enhancing their experience by responding to enquiries about our services and products promptly
• Proactively seeking to resolve customer complaints and issues individually or by engaging and collaborating with other team members
• Communicating with our customers clearly and engagingly via customer experience chat, ticketing systems, social media, email and phone
• Collect, track and analyze customer feedback on product ranges and new releases, as well as preparing reports
• Recording customer interactions, and any actions taken by you in our CRM

Qualification:

• Minimum Bachelor's Degree in Communication or any relevant majors
• Maximum is 28 years old
• Customer Orientation: You’re passionate about customer service & love helping people; you actively seek to understand and meet your customers’ needs.
• Communication: You’re friendly, clear and engaging in your written and spoken communication. You easily connect with people from a diverse range of backgrounds.
• Problem Solving: You’re proactive in seeking solutions and resolving issues for customers to improve their experience.
• Resilience: You see challenging situations/interactions as a learning experience, can bounce back and remain task-focused. You seek help when needed and have strategies to maintain energy during busy periods.
• Prioritisation: You’re able to manage your time and balance the tasks you need to stay on top of. You like to plan to meet your goals.
• Experience working in a cross-functional team