Description
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