Digital Customer Success Executive (Office Hours) Buona Vista & One North.

Octopus8 Private Limited; Singapore; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service professional to enhance customer experience and operational efficiency. In this dynamic role, you will handle inquiries and complaints, ensuring effective resolution while collaborating with cross-functional teams. Your insights will drive process improvements and contribute to the overall success of customer retention strategies. Stay ahead in the fintech industry by leveraging AI and data analytics to provide exceptional service. If you are passionate about customer satisfaction and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Strong understanding of customer service principles and practices.
• Ability to analyze customer feedback and provide actionable insights.

Responsibilities

• Handle customer inquiries and complaints through digital channels.
• Collaborate with teams to ensure timely resolution of issues.

Skills

Customer Service

Problem Solving

Communication

Data Analysis

Education

Bachelor's Degree

Tools

CRM Software

Data Analytics Tools

Job description

Customer Service Role Description

Handle customer inquiries, complaints, and requests through digital channels with a problem-solving mindset, ensuring efficient and effective resolution.

Demonstrate a deep understanding of our products, services, and processes to provide accurate and comprehensive information to customers.

Collaborate with cross-functional teams to gather information, escalate complex issues, and ensure timely resolution.

Maintain up-to-date knowledge of company policies, procedures, and best practices to consistently deliver high-quality customer service.

Identify opportunities for process improvements and contribute ideas to enhance customer experience and operational efficiency.

Analyze customer feedback, inquiries, and trends to provide insights and recommendations for product or service enhancements.

Adhere to customer service guidelines, performance metrics, and service level agreements (SLAs) to meet or exceed quality standards.

Develop and implement customized customer success plans and retention strategies to maximize client value and minimize churn.

Monitor and analyze key customer metrics (e.g., Net Promoter Score) to identify areas for improvement in the overall customer experience.

Collaborate closely with internal sales and marketing teams to drive growth and expand wallet share within existing customer accounts.

Stay abreast of the latest trends, innovations, and regulatory developments in the fintech industry to provide valuable insights to clients.

Develop a strong understanding of AI and data analytics technologies and their applications in customer experience management.