KrisShop Pte Ltd – Customer Experience Officer

We are looking for Customer Experience Officers who can think on their feet and are solutions focused. We need people who can provide a refreshing and positive experience for our customers. This role requires people who are passionate about delivering successful customer outcomes.

Responsibilities will include:

• Reach out and respond to customer queries and purchase requests via phone, email and chat
• Ensure that all customers receive quality customer experience, driving an increase in sales
• Take ownership of customer issues and follow up on problems right up to resolution
• Pitch ideas for improving the customer journey and their overall experience on KrisShop
• Develop a rapport with customers and upsell and cross sell products and packages, where possible
• Convert one-time customers into lifetime fans
• Highlight the pain points of customers on a weekly basis for management review and assessment
• Suggest process change for a better customer journey
• Represent the customer experience team on new initiatives that are being designed and planned by the company

What we are looking for:

• Approachable with good interpersonal skills, accompanied with a positive and friendly personality
• Able to multitask and handle pressure
• Able to remain calm in challenging situations
• Able to work shift hours up to 11pm
• Good degree of computer literacy, including intermediate knowledge of Microsoft based applications – MS office, words, excel
• Accurate and efficient data entry skills
• A team player able to accept responsibility for individual and team’s results
• Customer Champion who is not afraid to speak up on behalf of the customer