Customer Experience Quality Specialist

PERSOL; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

PERSOL is seeking a dedicated contact center professional for a Singapore on-site role at Clarke Quay. You will handle mailbox enquiries, resolve customer issues, and distribute follow-ups to relevant teams while maintaining a strong focus on service quality.

You will ensure SLA compliance, prepare daily reports for the Quality Service Manager, and escalate complex cases promptly. A degree and 2 years of relevant experience are required, with Excel and CRM proficiency preferred.

Qualifications

• Degree in any field is required.
• 2 years of Level 2 call centre experience or related roles.
• Experience handling escalated cases and high-volume email work.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Handle mailbox enquiries and resolve customer issues via email and calls where applicable.
• Distribute enquiries and follow up actionable items to relevant teams and departments.
• Meet SLA by replying to emails within 5 working days and following up on cases.
• Provide daily email summaries to Quality Service Manager and stakeholders.
• Highlight and escalate challenging issues or complaints promptly.
• Ensure proper filing of cases into shared drives.
• Prepare feedback on service quality and recommend productivity improvements.
• Compile data on contact centre performance to execute improvement strategies.

Skills

Communication skills

Attention to detail

Customer focus

Problem solving

Independent work

Prioritization

Education

Degree in any field

Tools

Excel

CRM/case management

Job description

PERSOL is seeking a dedicated contact center professional for a Singapore on-site role at Clarke Quay. You will handle mailbox enquiries, resolve customer issues, and distribute follow-ups to relevant teams while maintaining a strong focus on service quality.

You will ensure SLA compliance, prepare daily reports for the Quality Service Manager, and escalate complex cases promptly. A degree and 2 years of relevant experience are required, with Excel and CRM proficiency preferred.