Customer Experience Specialist: Resolve & Delight Customers

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

Benefits offered by this job

Comprehensive medical coverage

Insurance

Social security coverage

World-class workspaces

Flexible working arrangements

Direct public transport access

Job summary

TDCX is a Singapore-headquartered global BPO company delivering customer experience solutions across industries. We seek a Quality Manager to lead support excellence, identify customer needs, resolve issues on first contact, and drive improvements across tools, processes and guidelines.

The role requires strong communication, empathy, and adaptability within a dynamic CX environment. You will work with innovative teams, support major brands, and contribute to a scalable quality management

Qualifications

• Diploma or higher required (from the list of acceptable qualifications).
• 2 years of related experience preferred; fresh graduates may apply.
• Strong time management skills and motivation to exceed expectations.
• Ability to multi-task and tailor responses from customer information.
• Strong communicator with listening and empathy, plus good phone etiquette.
• Comfortable using computers and multiple systems; quick learner of new tools.
• Excellent verbal and written communication in English and local market language.

Responsibilities

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customers' needs, researching issues to provide strategic solutions that address needs and clarify any 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 improve workflow and customer experience.
• Deliver the best services to ensure high customer satisfaction with proper procedures.
• Build sustainable relationships and engage customers by going the extra mile.
• Carry out any other duties assigned by management to maintain and improve the Quality Management System.

Skills

Time management

Multi-tasking

Communication

Phone etiquette

Technical literacy

English proficiency

Education

Bachelor's degree or higher

Job description

TDCX is a Singapore-headquartered global BPO company delivering customer experience solutions across industries. We seek a Quality Manager to lead support excellence, identify customer needs, resolve issues on first contact, and drive improvements across tools, processes and guidelines.

The role requires strong communication, empathy, and adaptability within a dynamic CX environment. You will work with innovative teams, support major brands, and contribute to a scalable quality management