Assistant Manager, Customer Experience Operations - ref. c54828003
Best World International Toa Payoh Full-time
Responsibilities
- Conceptualize, develop and refine Best World's Customer Experience Strategy.
- Manage customer journey design and delivery, customer communications, and touchpoints such as social media.
- Manage and uplift customer experience, with the aim achieving satisfactions in all aspects.
- Ensure smooth support of the operational system deployment and running of the businesses at each regional market.
- Ensure customer's feedback and enquires are handled effectively and professionally within the set
- timeline by the appointed team.
- Conduct relevant engagements to identify challenges and pain points, and work with internal stakeholders to translate these findings to improve business processes and workflows.
- Support and monitor customer service performance KPIs, measurements and standards.
- Bachelor's degree with minimum 3 years of experience in customer experience and relationship management in both B2B and B2C environments.
- Proficient in using customer relationship management (CRM) system and digital tools as well as experience in implementing CRM projects will be an advantage.
- Good communication and interpersonal skills to effectively interact with all stakeholders.
- Strong analytical thinking and problem-solving abilities.
- Proficient in Microsoft Office Suite.
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