Customer Experience Executive

Job Description

Responsibilities :

• Act as the primary expert on device insurance products, policies, claims workflows, and operational procedures
• Provide real-time support to agents by assisting with complex queries, escalations, and case resolutions
• Conduct knowledge-sharing sessions, refresher trainings, and updates on product or process changes
• Partner with the Quality team to identify knowledge gaps and deliver targeted coaching to improve accuracy and service standards
• Analyze customer feedback, call trends, and operational data to identify opportunities for process improvement
• Collaborate with cross-functional teams (Claims, CX, Product, Operations) to ensure alignment and effective communication.
• Maintain and update knowledge base articles, SOPs, and internal documentation
• Provide insights on recurring issues, product gaps, and customer pain points to enhance policies and workflows
• Ensure adherence to compliance requirements, documentation standards, and service best practices
• Manage customer escalations and supervisory calls professionally and effectively

Requirements :

• Graduate with 25 years of experience in customer service, technical support, or similar operations
• Strong understanding of device insurance, claims processes, and support operations
• Excellent communication, problem-solving, and analytical skills
• Demonstrated experience in handling escalations and supporting teams with complex cases
• Strong analytical and problem-solving abilities, with the capability to interpret operational data and identify improvement opportunities
• Experience with CRM systems, ticketing platforms, and documentation tools
• Flexibility to work with rotational week-offs (office-based role)

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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