Customer Experience Lead - Frontline & Escalations

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 24,000 - 32,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD invites applications for a Frontline Customer Service role in our Singapore offices. You will assist walk-in customers, handle enquiries across channels, and support advisors with escalations.

Join a team that values customer obsession and service excellence, focusing on the customer journey and emotional touchpoints in retail insurance and financial services to resolve issues effectively.

Qualifications

• Customer-obsessed and service-oriented.
• Good understanding of customer journey and emotions at different touchpoints in retail insurance/financial services to manage escalations.

Responsibilities

• Handle customers' enquiries, complaints and feedback across all business channels
• Handle escalated calls by new team members and outsourced contact centre
• Execute outgoing calls to contact new customers or follow-up with existing customers
• Perform any other duties or projects assigned by Manager / Team Leads
• Respond to walk-in customers at reception with professional service
• Support advisors with information and follow-up as needed

Skills

Customer service orientation

Communication skills

Job description

RECRUIT EXPRESS PTE LTD invites applications for a Frontline Customer Service role in our Singapore offices. You will assist walk-in customers, handle enquiries across channels, and support advisors with escalations.

Join a team that values customer obsession and service excellence, focusing on the customer journey and emotional touchpoints in retail insurance and financial services to resolve issues effectively.