Client Experience Generalist

Location: Singapore
Job Type: Contract
Posted: 15 days ago
Contact: Hannah Ariffin
Discipline:
Reference: 242355_1641550337

12 months contract

Central Singapore

Our client

A well-known social media company

The Opportunity

  • Manage the process and framework for gathering customer experience inputs and insights for the APAC business.
  • Deliver strategic recommendations to business and cross-functional teams to enable small business growth across company's platforms e.g. customer journey mapping, product recommendations.
  • Chair large quality assurance calibration sessions with internal and external stakeholders, resolving differences and providing clarity to drive alignment.
  • Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments.
  • Represent the experience of the customer internally by connecting research, data, and qualitative evidence to influence teams to action.
  • Collaborate with outsourced partners to achieve and exceed operational and CX goals
  • Monitor outsourced partners compliance, adherence, and productivity.
  • Manage independent auditing programs and workforces.
  • Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
  • Develop and assess customer experience through direct contact interactions and trend analysis.
  • Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
  • Provide thought leadership and advocate for small businesses.


    Your Background
  • Bachelor's Degree
  • 5+ years of work experience in a dynamic Sales and Quality Assurance environment, preferably with a call center experience
  • Experience communicating and presenting insights and recommendations to executive teams
  • Experience leading and influencing cross-functional teams and aligning partners to shared goals
  • Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
  • Operational and project management experience running strategic projects with cross-functional teams
  • Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners
  • Experience shifting priorities, while maintaining organization and control

Good to have

  • Experience with inside sales, outsourced sales or account management capacity
  • Experience of sales-program quality assessment or sales development training
  • Advanced Excel experience - familiarity with pivot tables, lookups, revenue trend analyses
  • Customer journey mapping and/or process mapping experience
  • Demonstrated experience to work autonomously and proactively

Interested parties please click "Apply Now" or send your CV directly to Hannah Ariffin (EA Reg no: R1984070) at hannah.ariffin@peoplebank.asia.

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.