We are seeking a dedicated
Customer Experience Executive to ensure a smooth and efficient resolution process for customer inquiries, with a strong focus on managing our
ticketing system. The ideal candidate will have a passion for customer service, experience in ticket management, and the ability to improve processes for faster resolution times.
Key Responsibilities
Customer Support & Ticket Management
- Serve as the first point of contact for customer inquiries via ticketing system, chat (WhatsApp), email, or social media.
- Accurately categorize, and prioritize customer requests or issues in the ticketing system to ensure timely resolution.
- Monitor open tickets and follow up proactively to ensure service level agreements (SLAs) are met.
- Collaborate with relevant departments to resolve tickets effectively and escalate when necessary.
- Collect, analyze, and report on ticket trends to identify recurring issues and improvement opportunities.
- Maintain accurate customer records and communication history in the CRM and ticketing platform.
- Provide exceptional customer service to address inquiries, concerns, and requests promptly.
- Support customer engagement initiatives, surveys, and loyalty programs.
Qualifications
- Diploma or Bachelors degree in Business Administration, Marketing, Communications, or a related field.
- Proven experience in customer experience, customer service, or helpdesk/ticketing system management. (Fresh graduates are welcome to apply.)
- Strong analytical skills with experience in generating ticket reports and performance metrics.
- Excellent communication skills in English; Mandarin is an added advantage.
- Proficiency in using ticketing and CRM software.
- Ability to work collaboratively across departments and advocate for customer needs.
