Customer Experience Specialist

Recruit Express Pte Ltd; Singapore; On-site; SGD 29,000 - 38,000; Full time

Job summary

Recruit Express Pte Ltd is seeking an enthusiastic customer service-oriented professional to support customers and advisers across multiple channels. You will assist with policies, account requests, and guidance on online portals and apps, ensuring timely resolutions and a smooth customer experience.

The role emphasizes empathy, strong communication, and the ability to adapt to new systems while contributing ideas to improve efficiency and service quality.

Qualifications

• Min Diploma or equivalent tertiary qualification.
• Customer-focused with a genuine interest in delivering quality service.
• Strong verbal and written communication skills, with good interpersonal and empathy skills.
• Able to handle customer feedback and escalations calmly and professionally.
• Adaptable and able to pick up new systems, processes and product knowledge quickly.
• Proactive, self-motivated and willing to contribute ideas for improving customer experience and operational efficiency.

Responsibilities

• Attend to customer and advisor enquiries through calls, emails and service requests.
• Handle enquiries relating to policies, account requests and related services.
• Assist customers with the use of online portals and mobile applications.
• Manage feedback and complaints professionally, ensuring cases are followed through to resolution.
• Handle escalated enquiries and provide appropriate assistance based on established service standards.
• Make outbound calls to new customers and existing customers for follow-ups when required.
• Work closely with internal teams and other contact centre functions to resolve customer issues.
• Support departmental administration, workflows, process improvements and assigned projects.
• Ensure all activities are carried out in accordance with internal procedures and relevant regulatory requirements.

Skills

Customer service

Communication

Empathy

Problem solving

Teamwork

Adaptability

Multitasking

Education

Diploma or equivalent

Job description

Recruit Express Pte Ltd is seeking an enthusiastic customer service-oriented professional to support customers and advisers across multiple channels. You will assist with policies, account requests, and guidance on online portals and apps, ensuring timely resolutions and a smooth customer experience.

The role emphasizes empathy, strong communication, and the ability to adapt to new systems while contributing ideas to improve efficiency and service quality.