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Customer Relations Executive - ACX

Customer Relations Executive - ACX

HeliusSingapore, SG
30+ days ago
Job description

The position exists in order to represent the business in assisting, responding and resolving customer issues via the service journey (self service and chatbot) with the objective of ensuring a positive customer experience and satisfaction by providing a quality level of service consistent with accurate information and in a timely manner within the limits of the customer service policies and procedures, service quality guidelines, business rules and license regulations.

Job Description :

1. Customer Servicing

  • Assist, respond, assess, record, escalate and resolve customers' requests, queries, concerns and complaints in order to address questions and help create positive customer experience by providing quality level of service consistently with accurate information and in a timely manner.

2. Encourage Self-service

  • Identify, suggest, inform and provide self service answers within the chatbot best suited to the customers needs in order to increase engagement and containment of customers within the chatbot and to encourage self service actions leading to reduced reliance on manual workflows.

    • 3. Content Validation

  • Reads, comprehend, compose, translate, validate, review and maintain communication contents from business to customers

    • 4. Data Analysis and Reporting

  • Reads, comprehends and analyses data from systems
  • Data Accuracy Validation, Heatmaps and data trends in GA / Matomo / Tableau

    • Job Requirements

  • Diploma in any field with Customer Service Experience
  • General knowledge of e-commerce business with understanding of good customer service
  • Integrity, Innovative, Customer Centric mindset, Attention to detail, Outstanding communication skills, Experience in customer service is essential
  • Good time management with ability to work under pressure for a results-oriented approach
  • Willingness to work on rotating shift
  • Proficient in native language (Vietnamese); good knowledge of English

    • is a definite plus

  • Working knowledge in MS Office
  • Basic analytical / information gathering skills
  • Understands workflow process and improvements
  • Tech savvy with service support softwares and relevant computer programs
  • Basic coding knowledge such as VBA, macros
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    Customer Executive • Singapore, SG