Senior Officer - Escalation Specialist

Tata CLiQ Fashion; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in eCommerce is seeking a Customer Service Executive to enhance customer satisfaction and resolve inquiries effectively. This role emphasizes proactivity in addressing concerns, collaborating with departments, and following up on escalations. Candidates should have a Bachelor's degree and a minimum of two years of customer service experience, alongside proficiency in relevant software.

Qualifications

• Minimum of two years of customer service experience, preferably in an eCommerce environment.
• Proficient in eCommerce platforms and customer service software.
• Strong communication and problem-solving skills.

Responsibilities

• Deliver excellent customer experience and de-escalate issues.
• Document and maintain detailed records of customer interactions.
• Monitor customer accounts for fraudulent activity and mitigate risks.

Skills

Communication

Problem-Solving

Interpersonal

Critical Thinking

Education

Bachelor's degree or equivalent experience

Tools

eCommerce platforms

Customer service software

Microsoft Office Suite

Job description

The role is critical to the business as you will be responsible for delivering excellent customer experience and de-escalating critical issues. You will respond to customer inquiries through various channels such as CRM modules, email, and chat. Collaboration with other departments will be essential to resolve customer issues and escalate complex cases when necessary. It is important to document and maintain detailed records of customer interactions in the customer service database. By following up with respective stakeholders internally and externally, you will be expected to resolve escalations effectively. Monitoring customer accounts for fraudulent activity and taking appropriate actions to mitigate risks will also be part of your responsibilities. Working with the team to develop strategies and initiatives for improving overall customer service and satisfaction is key. Promptly and professionally addressing customer questions, concerns, and complaints while offering product and service information to assist customers in making informed purchasing decisions are crucial aspects of the role. Flexibility in working hours/days is required for this position.Expected deliverables include:- Financial: De-escalating customer escalations with legal and financial implications, as well as winning back customers who escalate issues.- Customer: Meeting response and resolution SLA targets, as well as achieving high CSAT scores.- Process: Ensuring process compliance, identifying root causes, and tracking end-to-end solutions.- Learning and Growth: Utilizing strong critical thinking and problem-solving skills, along with risk mitigation approaches.Key Cultural Pillars:- Customer and Data Obsession- Fast and Frugal- Benchmarking and Striving to be the Best- Meritocratic and Caring- Fun and FulfilmentThe ideal candidate will possess:- High customer satisfaction and positive customer feedback.- Increased customer loyalty.- Accurate and up-to-date customer records for seamless interactions.Educational Qualifications:- Bachelor's degree or equivalent experience in customer service or a related field.- Minimum of two years of customer service experience, preferably in an eCommerce environment.- Proficiency in eCommerce platforms and customer service software.- Strong knowledge of Microsoft Office Suite.- Excellent communication, problem-solving, and interpersonal skills.,

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Title Customer Service Executive

Samagra Progressive Learning Solutions Pvt Ltd