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Customer Experience Officer

Date: 13-Oct-2020

Location: SG

Company: TDCX

Are you a Customer Experience Rockstar who wants to be part of our team for one of the biggest company in the world? Are you passionate, driven, and can deliver outstanding customer experience?

We are looking for a Customer Experience Officer to join our growing family. Come home and start your #BeHappier journey with TDCX today!

Top reasons to work here:

  • <span style="font-family:"Century Gothic",sans-serif">Attractive Remuneration.
  • <span style="font-family:"Century Gothic",sans-serif">Comprehensive Medical Care and Insurance Coverage.
  • <span style="font-family:"Century Gothic",sans-serif">Premium & Instagrammable workspaces
  • <span style="font-family:"Century Gothic",sans-serif">Get engaged and recognized with our Engagement & Recognition Program.
  • <span style="font-family:"Century Gothic",sans-serif">Getting coached and mentored by experts in your field.
  • <span style="font-family:"Century Gothic",sans-serif">Fun and flexible working arrangements.
  • <span style="font-family:"Century Gothic",sans-serif">Easy to locate area with direct access to public transport.
  • <span style="font-family:"Century Gothic",sans-serif">Incredible opportunities for you to develop your personal and professional skillsets.
  • <span style="font-family:"Century Gothic",sans-serif">25 years of experience and more than 200 industry awards
  • <span style="font-family:"Century Gothic",sans-serif">Our culture believes in the power of teamwork, initiative, courage, innovation, and trust, for you #BeHappier at work.

What is your mission?

We are looking for an experienced quality assurance/customer experience professional to join our Project team. The specialist will be responsible for the quality and customer experience of the sales representative ensuring processes, product knowledge and selling technique is effective in accordance with the project needs and KPIs. Ability in liaising with various stakeholders in order to leverage synergies between Operations, Training and Quality is critical to success to build a center of excellence.

You are also required to perform these job functions:

  • Drive accountability with team leads and their teams to meet QA performance goals and ensure program standards are met on a week-over-week basis. This includes:
  • Ensuring timely completion of weekly quality audits
  • Regular attendance to Bi-weekly calibration sessions
  • Regular coaching sessions with the Marketing Experts to share strengths and weaknesses based on Quality Audits
  • Partners closely with client’s internal/external teams to ensure that decisions made by Vendor’s staff are being regularly audited for accuracy and that performance feedback is being shared with responsible teams.
    • Monthly Master/Language Calibration sessions with External Auditors and Clients to ensure alignment across different sites\
    • Dispute management, bridging the gap between Operations and External Auditors, providing regular feedback/updates to both parties
  • Handle client customer satisfaction and feedback management through weekly scrubbing of survey results and calling clients to understand their rating of the Marketing Expert.
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX. 

Who are we looking for?

  • <span style="font-family:"Century Gothic",sans-serif">Preferably with 2 years of working experience in the related field is ideal for this position.
  • Expert familiarity with quality review in sales environment.
  • Comfortable communicating with all levels of management (including internal and external stakeholders)
  • Strong practical experience with Excel/Powerpoint (PivotTable, Charts) is a plus. There will we weekly and/or monthly reports for the clients to show progress.
  • COPC/Six Sigma Qualifications is a plus
  • Ability to provide balanced coaching and feedback to develop employees/agents.
  • Ability to conduct skills gap analysis and provide actionable feedback to training team.
  • <span style="font-family:"Century Gothic",sans-serif">Excellent verbal and written communication skills in English and the language of the supporting market.

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

Job Segment: Quality Assurance, Quality Manager, QA, Six Sigma, Technology, Quality, Management