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

Responsibilities

• Represent the client professionally in all communications with customers (phone, email, chat, walk-ins, 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‑ha...