Customer Experience & Operations Admin

JACKIE'S ENTERPRISES (S) PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job description

Responsibilities

• Handling customer inquiries: Answering phone calls, emails, and live chat messages from customers to address questions, concerns, and complaints.
• Issue resolutions: Investigating customer issues, identifying the root cause, and working with relevant departments to find solutions and provide timely resolution.
• Customer data management: Maintaining accurate customer information in the system, logging customer interactions, and updating relevant records.
• Order processing and tracking: Processing customer orders, monitoring order status, and communicating updates to customers.
• Complaint management: Escalating complex complaints to appropriate personnel, documenting complaints, and following up to ensure customer satisfaction.
• Performance monitoring: Tracking key customer service metrics like customer satisfaction, resolution time, and first contact resolution rate.
• Quality assurance: Ensuring customer service interactions adhere to company standards and guidelines.
• Collaboration with other departments: Working closely with sales, marketing, technical support, and other departments to address customer needs and resolve issues effectively.
• Any other ad hoc duties.