Challenger is a dynamic regional IT retailer known for its strong brand name, attractive ValueClub member privileges and strong product partnerships with major global brands. Since our founding in 1982, we have expanded to over 40 stores across Singapore.
With one of the best-in-class loyalty programme in the retail scene, Challenger’s ValueClub let our half a million (and growing) members enjoy discounts on the latest IT products while being assured of quality, value and service. In 2012, we started our private label Valore, bringing affordable lifestyle and mobility accessories to our customers.
Challenger has a culture that spans over 30 years. During this period, we have built a dynamic, friendly and fun environment that provides tremendous growth and development for each staff. We value all our staff and recognise them for their individuality.
We are looking for Customer Experience Executives who are self-starters with a can-do solutions focused attitude, to support the Customer Experience Manager in providing a first-class customer experience for our customers. This role is a 5 days’ work week including weekends (either Saturday or Sunday), following retail hours and will be based at a retail outlet.
Responsibilities:
- Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back-order inquiries, problem resolution, and any other issues that may arise from retail operations processes.
- Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty, and taking advantage of sales opportunities when appropriate.
- Act as a liaison between customers and management in order to enhance the overall customer experience.
- Ensure Company’s PDPA policies are adhered to.
- Track proposed resolutions and follow up with customers in a timely manner.
- Develop and maintain a vast knowledge of full range of products and services being offered.
- Communicate customer feedback to various teams—including software, marketing, and other internal stakeholders—in order to improve the overall customer experience.
- Attending and responding to customers feedback via emails, social media, company websites, phone calls, etc
- Perform other job-related duties and responsibilities as may be assigned to you from time to time by the manager
Requirements:
- Fluent English with excellent communication skills, both written and verbal.
- Proficiency in Zendesk, Freshdesk, Trello, JIRA preferred.
- A successful track record working in a high-volume call centre environment will be highly advantageous.
- Able to solve problems by thinking analytically and creatively.
- High flexibility during retail’s peak periods.
- Ability to empathize with and prioritize customer needs.
- Exude patience and ownership with each customer.
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers.
Related Job Searches:
- Company:
Challenger Technologies Limited - Designation:
Customer Experience Executive (Intern) - Profession:
Sales / Retail - Industry:
Retail / eCommerce - Location:
Geylang