Executive - Customer Care Resolution Owner (Mandarin & Cantonese Language Support)

Responsibilities of the Role

• Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
• Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
• Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
• Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
• Manage and drive DOA and OBF cases.
• Manage Ad-Hoc customer service-related projects.
• Record the case chronology with dates in GTAP CX Database daily on the cases managed.
• Manage social media / DOA / SG OBF Cases, GTAP CX Mailbox, Rejections.
• Provide timely responses to customer comments & complaints via telephone or email or walk in, consistent with service and quality standards.

Requirements for the Role

The Package

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