Customer Experience Executive

Job Description

JOB SUMMARY:

A Customer Experience Executive will receive training and is expected to have mastery and knowledge of the accounts features, benefits, quality and other service packages which can be made available to customers in the future. The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries include but are not limited to: account maintenance, payment schedule movement, order declines, waive/refund fees, etc.

Minimum Requirements

• High-level communication skills both oral and written
• Competent in the use of MS products/ Google and call centre tools
• Able to quickly build rapport and gain trust
• An approachable, confident and competent phone manner
• Meticulous attention to detail and understanding of the importance of getting
  
  

• A multi-tasker with experience working across multiple channels
• Process-driven but a nimble learner with the ability to adapt quickly when
  
  

• Ability to problem-solve, negotiate and resolve conflict constructively
• Maintains customer-centric attitude under pressure
• Act with urgency
• Flexible with their working days and happy to be slotted into a rotating roster
• Being a team player along with being able to work independently
  
  

• Experience working in a financial/collections account
• Influences and engages
  
  

• Attainment At least High School Graduate
  
  

• At Least 6 months of continuous work experience as a customer service representative / Quality Analyst or related Industry
  
  

• Any industry experience
  
  

• Prior BPO experience as a Customer Service Representative
• Prior experience as a Quality Analyst/ Team Leader