Customer Experience Executive

As a Customer Experience Executive, you will be the go-to person for our offshore Customer Service Officers. You will be involved in assisting the Customer Service Team Leader in managing day-to-day operations of the contact centre – provide insights, advice and approvals to technical cases escalated by our customer service officers and take over any complex cases and complaints as a level 2 support staff. This role requires you to have a strong interest in consumer electronic products and keeping up‑to‑trend with the technologies. Your main goal will be to ensure customer satisfaction and provide a positive experience with our brand.

• Provide timely, accurate and quality responses to complex cases, complaints and VIP customers via various contact points such as Emails, Live Chats and Phone Line
• As the 2nd level support, review escalated cases and provide advice to frontline agents
• Build sustainable relationships and act as th...