Customer Experience Specialist

TDCX; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive medical and social cover

World-class workspaces

Flexible working arrangements

Coaching and mentoring programs

Direct public transport access

Job summary

TDCX, a Singapore-headquartered global BPO, is seeking a Quality Manager to deliver exceptional customer experiences across multiple channels. You will identify customer needs, research issues to provide strategic solutions, and ensure first contact resolution with partners and internal teams.

You will contribute constructive feedback to improve tools, resources, and guidelines and strive for outstanding customer satisfaction.

Qualifications

• Diploma or higher in any field.
• 2 years of related experience preferred, fresh grads welcome.
• Strong time management and multitasking abilities.
• Excellent English communication, including phone etiquette.

Responsibilities

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue to provide strategic solutions that address needs and clarify confusion.
• Ensure first contact resolution and effective follow-up with service partners and internal departments to close cases per service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures.
• Build sustainable relationships and engage customers by taking the extra mile.
• Any other duties and responsibilities that may be assigned by management within the category of employment for effective implementation of the Quality Management System.

Skills

Time management

Multitasking

Communication skills

Phone etiquette

Empathy

Active listening

Adaptability

Education

Diploma or higher

Bachelor's degree or higher

Job description

TDCX, a Singapore-headquartered global BPO, is seeking a Quality Manager to deliver exceptional customer experiences across multiple channels. You will identify customer needs, research issues to provide strategic solutions, and ensure first contact resolution with partners and internal teams.

You will contribute constructive feedback to improve tools, resources, and guidelines and strive for outstanding customer satisfaction.