As a Customer Experience Assistant, you will support our customers and the team’s daily operations as EPIClean scales into exciting new markets. Reporting directly to the Customer Experience Manager, you play a vital role in elevating EPIClean service experience for our customers.
• Responding to customer enquiries within agreed response time
• Provide support through channels including but not limited to: Whatsapp, Social Media, Emails
• Handle enquiries in both English and Chinese
• Provide weekly summary of customer’s feedback to the team Manager
• Adhere to internal guidelines to provide relevant customer support, recovery and recommendations
• Assisting customers on issues including but not limited to: Quotation, payment, refunds, promotions issues
• Record feedback meticulously and make prompt escalations to relevant teams
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact
• At least a GCE O level education or its equivalent and with at least 1-2 year experience in the contact center or customer service-related industry
• A customer-centric mindset - always thinking of the customer first!
• Excellent written English
• Able to take stress of answering calls from members of public
• Good communication verbal and written skills
• Customer-centric focused
• Ability to work efficiently and effectively independently
• Great attention to detail
• Able to empathize with customers and resolve issues objectively
• Strong sense of ownership and see to that customer issues are resolved promptly
• Positive and friendly demeanor that translates into interactions with customers