Customer Experience Specialist (Analytics & Training)

RAPSYS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology solutions firm in Singapore is looking for a customer service specialist to manage customer expectations and ensure service levels are met. The ideal candidate should possess a diploma and have 2–4 years of experience in customer service or administrative roles. Skills in communication, analytical thinking, and proficiency in Microsoft Office are essential. This role involves handling customer feedback, conducting analysis, and coordinating internal training activities to enhance service quality.

Qualifications

• 2–4 years of experience in customer service, service quality, or administrative roles.
• Candidates with strong communication and analytical skills but less experience may be considered.

Responsibilities

• Manage customer expectations and ensure service levels are met.
• Handle and respond to customer feedback (complaints, compliments, suggestions).
• Conduct root cause analysis for issues and recommend corrective actions.
• Organize annual customer satisfaction surveys and propose improvement measures.
• Prepare reports, presentations, and meeting minutes for management.
• Coordinate and support internal service training and engagement activities.
• Review and proofread incident reports for quality and accuracy.
• Identify and recognize exemplary staff performance.
• Counsel and guide staff who fall short of service standards.
• Maintain up-to-date staff contact lists and documentation.

Skills

Excellent verbal and written communication

Strong analytical skills

Documentation skills

Organizational skills

Proficient in Microsoft Office (Excel, PowerPoint)

Customer feedback handling

Stakeholder communication

Education

Diploma or equivalent qualification

Job description

A technology solutions firm in Singapore is looking for a customer service specialist to manage customer expectations and ensure service levels are met. The ideal candidate should possess a diploma and have 2–4 years of experience in customer service or administrative roles. Skills in communication, analytical thinking, and proficiency in Microsoft Office are essential. This role involves handling customer feedback, conducting analysis, and coordinating internal training activities to enhance service quality.