Lead Customer Experience Specialist at KyDAL Office Point

We are looking for a passionate Lead Customer Experience Specialist to help support our Market.

Responsibilities

• To support the department to handle administrative tasks raised by internal teams, external customer's requests, enquiries & complaints via email, phone, web chat, marketplaces and social media in a timely manner.
• Understand customer enquiries and respond via applicable channels: email, phone, web chat, marketplaces, and social media.
• Analyze, review and recommend appropriate solutions to enhance process efficiency and service standards.
• Able to communicate effectively with customers in a friendly and police manner following the processes.
• To ensure customer's requests are attended within the time frames to avoid any service delays.
• To work in a team environment and support each other in multitasking & flexible working hours/days.
• Proactive in attending to customers' needs & solving their issues.
• Communicate with various departments in order to maintain goodwill and to solve customers' issues

SKILLS /REQUIREMENTS

• Able to converse and correspond in English 
• A minimum of 4years experience in customer service preferred
• Qualification in Project management/marketing will be an advantage
• Experience in Communication/media or Photography will be an added advantage
• Excellent communication skills, on the telephone or in writing.
• Very patient in handling concerns from different types of customers.
• Very independent and highly motivated to learn and ability to learn new concepts quickly and apply to assigned tasks and responsibilities.
• Good task management and cross-functional team coordination skills.
• Ability to work as part of a team, to integrate with others and to show personal initiative.
• Results-oriented, career-minded, hard-working, focused, and team-oriented player.
• Strong analytical and problem-solving skills.
• Has the initiative and the ability to offer new ideas.
• Strong knowledge of customer care processes and techniques.