Customer Experience Specialist

Goldtech Resources Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the technology sector is seeking a Customer Experience Specialist to ensure quality service delivery through assessments and training of Service Desk Engineers. This role involves training newcomers, analyzing service interactions, and implementing quality assurance protocols, aimed at upholding international service standards.

Qualifications

• At least 2 years of experience in a call center or service desk environment.
• Minimum of 1 year in a quality assurance role.
• Fluent in English, proficiency in an additional Asian language is an advantage.

Responsibilities

• Conduct evaluations of calls and ticket resolutions for service quality.
• Deliver comprehensive onboarding training for new Service Desk Engineers.
• Generate reports on quality scores and training outcomes.

Skills

Analytical Thinking

Communication & Influence

Customer Orientation

Coaching & Development

Organisational Awareness

Time Management & Prioritisation

Education

Minimum Diploma in IT, Business Studies or related field

Certifications in ITIL v4, ISO 20000

Tools

ServiceNow

Remedy

Job description

Customer Experience Specialist is responsible for ensuring consistent service excellence by monitoring, assessing, and enhancing the performance of Service Desk Engineers (SDEs). This role focuses on implementing quality assurance processes, analyzing service interactions, and delivering targeted training to maintain high standards in service delivery aligned with international benchmarks.

Key Responsibilities:

• Conduct end-to-end evaluations of calls and associated ticket resolutions to ensure service quality and compliance.

• Retrieve and review call recordings and ticket logs for analysis.

• Perform regular quality assessments using a Balanced Scorecard approach for each SDE, segmented by team.

• Collaborate with Service Desk Leads for calibration sessions to maintain assessment consistency.

• Identify areas for improvement and recommend actionable solutions to enhance service quality.

• Deliver comprehensive onboarding training for new SDEs to equip them with essential job competencies.

• Conduct refresher and ongoing training based on performance trends and identified gaps.

• Design and maintain up-to-date training materials, SOPs, and assessment tools.

• Administer practical assessments at the end of each training week and track performance metrics.

• Generate weekly training progress reports and share with relevant stakeholders.

• Prepare and present detailed reports on quality scores, performance metrics, and training outcomes.

• Investigate and provide preliminary analysis on customer complaints related to service desk interactions.

• Participate in internal and external audits and contribute to audit readiness efforts.

• Ensure all quality assessments are completed within the agreed timelines.

Qualifications & Skills:

• Minimum Diploma in IT, Business Studies, or a related field.

• Preferred: Certifications in ITIL v4, ISO 20000, or other process/quality management frameworks.

• At least 2 years of experience in a call centre or service desk environment, with a minimum of 1 year in a quality assurance role.

• Good working knowledge of QA tools and service desk platforms (e.g., ServiceNow, Remedy).

• Familiarity with quality management concepts and international service standards.

• Strong analytical skills and attention to detail.

• Effective communicator with excellent interpersonal and presentation abilities.

• Self-motivated, proactive, and capable of working independently and within a team.

• Fluent in English, both written and spoken. Proficiency in an additional Asian language is an advantage.

• Customer Orientation

• Analytical Thinking

• Communication & Influence

• Coaching & Development

• Organisational Awareness

• Time Management & Prioritisation

Please send your detailed resume in MS Word format to [e-mail] with

• Education Level

• Working experiences

• Each employment background

• Reason for leaving each employment

• Last drawn salary

• Expected salary

• Date of availability