Responsibilities
- Manage daily customer enquiries via email and social media channels.
- Resolve customer complaints professionally and ensure adherence to service standards.
- Investigate escalated customer issues and coordinate with internal teams for timely resolution.
- Monitor customer satisfaction levels and recommend service improvements.
- Develop and maintain customer support SOPs, response templates, and service guidelines.
- Establish and enhance workflows for enquiries, complaints, and escalation management.
- Track service KPIs, including response time, resolution time, and customer satisfaction metrics.
- Support CRM system implementation, user testing, workflow design, and process optimisation.
- Recommend CRM enhancements to improve operational efficiency and reporting capabilities.
- Maintain accurate customer data within the CRM platform.
- Supervise daily team operations and allocate workloads effectively.
- Coach and develop team members to improve service quality and operational performance.
- Analyse customer feedback, complaint trends, and recurring operational issues.
- Prepare regular performance reports and recommend customer experience improvement initiatives.
- Minimum 5 years of experience in Customer Service, Customer Support, or Customer Experience.
- Experience handling escalated customer complaints and complex customer issues, developing SOPs and improving customer support processes.
- Proficiency in CRM systems and customer service platforms.
- Strong analytical skills with experience translating customer insights into business improvements.
- Experience in the F&B, hospitality, or retail industry is an added advantage.
To Apply, please kindly email your updated resume to
cv_gary@goodjobcreations.com.sg
Please kindly refer to the Privacy Policy of Good Job Creations for your reference:
https://goodjobcreations.com.sg/en/privacy-policy/
We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.
EA Personnel Name: Gary Ho Cheng Xuan
EA Personnel Reg. No.: R1549767
EA License No.: 07C5771