Customer Experience Specialist - Singapore - Peoplebank

Peoplebank

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

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Responsibiliti
es

Focused on understanding and ramping up on core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
Recognize case type/severity while deescalating crisis and managing other people's emotions
Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
Working with Safety Lead to develop and enhance internal policies, processes and tools
Ensure metrics driven performance
Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
Maintaining high levels of confidentiality while performing investigations
This role may require schedule flexibility to meet operational needs.

Qualifications

University Degree in any field
Relevant experience in customer experience, mediation, social work, psychology, emergency services or a similar role will be advantageous
Background in advocacy, crisis management, mediation, clinical/nonclinical social work, or ecommerce customer service. Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
Ability to plan, priorities and organize tasks and communications
Ability to learn and adapt to new technologies
Excellent time management, negotiation and conflict resolution skills
Passion for innovation with a 'work smarter', solution and actionoriented mindset
Ability to collaborate with internal stakeholders and/or thirdparty providers to resolve conflicts in a detailed, effective and timely manner
Calm and Empathetic ability to adapt to any situation by personalizing responses and educating our community while remaining levelheaded in tough situations
Emotional Intelligence ability to recognize personal stress triggers and in others, selfawareness, bounce back and demonstrated ownership of selfcare
Ability to work under pressure and quick decision making when faced with conflicting demands
Proficiency and Fluency in Mandarin and English (Spoken and Written) to support China market

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