About this role
This 3-years contract enjoys the same comprehensive benefits as our permanent employees, including AWS, performance bonuses, hybrid work arrangements, medical coverage, and flexi benefits.
We are looking for a practical, reliable, and empathetic Customer Servicing Executive to join our team. In this role, you will be the direct point of contact for our customers, helping resolve their day-to-day inquiries and building long-term trust.
Beyond handling daily interactions, you will use your analytical skills to spot recurring trends in customer feedback, help improve our internal processes, and serve as a constructive voice for the team in cross-departmental projects.
Job Responsibilities
Customer Engagement and Support
- Multi-Channel Support: Engage with customers via phone, email, and chat to understand their needs and provide clear, timely assistance.
- First-Contact Resolution: Handle inquiries, resolve issues, and address customer feedback efficiently, aiming to solve problems correctly on the first interaction.
- Clear Communication: Communicate empathetically and professionally across all channels to address and resolve customer complaints.
Relationship Building & Customer Focus
- Build Trust: Maintain strong relationships with customers through reliable communication and personalized service.
- Customer-Centric Approach: Keep customer needs at the forefront of daily tasks, ensuring a helpful and positive service experience.
Problem Resolution & Conflict Management
- Issue Investigation: Investigate customer complaints thoroughly, working systematically to find practical solutions.
- De-escalation: Handle sensitive or tense customer situations calmly, focusing on reducing friction and resolving issues before they escalate.
Data-driven Process Improvement
- Trend Identification: Review and analyse daily customer interactions and case logs to identify recurring product issues, system bugs, or common friction points.
- Data-Driven Feedback: Translate daily customer conversations into actionable feedback and clear data points for the product and operations teams.
- Process Optimization: Work collaboratively with cross-functional teams to streamline support workflows and improve operational efficiency.
- Policy Support: Contribute insights from daily data and customer interactions to help develop user-centric policies and procedures.
Workload & Time Management
- Task Prioritization: Balance and prioritize multiple responsibilities, including managing active queues, documenting cases accurately, and follow-ups with other teams.
Product Knowledge & Team Ambassadorship
- Product Expertise: Maintain a strong, up-to-date understanding of our products and services to ensure the information provided to customers is accurate.
- Team Perspective: Represent the support team in project discussions, ensuring our operational challenges and data-backed insights are clearly shared.
Key Requirements & Qualifications
- Experience: Previous experience in a customer service, support, or client-facing operations role.
- Analytical Skills: Strong problem-solving abilities with experience tracking support metrics, identifying patterns in data, or organizing case details systematically.
- Communication: Strong written and verbal communication skills, with the ability to explain complex issues simply.
- Tools: Familiarity with customer support ticketing systems (CRMs) and basic data tools (like Excel or Google Sheets for logging and tracking issues) is a plus.
- Adaptability: Ability to stay organized and manage time effectively in a fast-paced environment.
