Customer Experience Manager

ASUS GLOBAL PTE. LTD.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

ASUS GLOBAL PTE. LTD. in Singapore seeks an experienced customer service professional to oversee after-sales escalations and improve service levels. You will train new staff, analyze surveys, and assist with customer complaints while ensuring timely responses and effective solutions such as swaps or refunds.

The role requires strong IT product knowledge, excellent communication, and the ability to work under tight deadlines to deliver a seamless customer experience.

Qualifications

• 5+ years of experience in a similar customer service role.
• Technical knowledge of IT products is preferred.
• Strong written and verbal communication skills.
• Able to respond quickly to customer inquiries under tight deadlines.
• Capable of delivering a seamless customer experience.

Responsibilities

• Oversee and manage all incoming after-sales service escalations.
• Improve overall customer service levels.
• Train new staff on customer handling skill sets.
• Handle surveys, analyze feedback, and assist with customer complaints as needed.
• Respond within one working day and propose solutions (swap/refund).

Skills

Communication

Written communication

Customer handling

Problem solving

Deadline driven

Job description

The Responsibilities:

• To oversee/manage all incoming after Sales Service escalations.
• Improve Customer Service level.
• Train new staffs on Customer handling skill sets.
• Handled all completed surveys, analysis and assist all complaints customers when needed.
• Respond within one working day, to come out with a solution (swap/refund).

The Requirements:

• At least 5 years of working experience in a similar role.
• Have technical knowledge of IT products.
• Great communication and writing skills.
• Ability to perform within tight deadline in responding to customers' enquiries.
• Ability to provide seamless Customer's experience.