Customer Experience Specialist (Fully Remote)

About us:

With 14 years in the industry, Mister Mobile is Singapore’s trusted leader in mobile services. Our vision is to empower people through technology and provide exceptional service. We offer top trade-in prices and rigorously inspected new and used devices. Our warm and friendly team fosters a culture of care and collaboration, ensuring that every customer experience is met with a personal touch. As a market leader in the mobile service provider industry, we obtained ISO certification, CaseTrust accreditation, and a Carousell InstantBuy Award. We have also received more than 15,000+ positive reviews on our services.

As a fast-growing company, we cultivate a collaborative and inclusive workplace. We prioritize employee development and uphold key values such as innovation, customer satisfaction, and teamwork while offering career growth and mentorship opportunities.

Profile:

We are seeking a Customer Experience Specialist to analyze customer feedback and complaints to identify service trends and improvement opportunities. You will manage the full lifecycle of customer insight cases—from investigation and service recovery to reporting and CAPA follow-up—while collaborating with stakeholders to deliver data-backed recommendations. Additionally, you will drive team efficiency by maintaining and optimizing workflow automations using tools like Zapier.

Job Responsibilities:

1. Customer Feedback & Case Management

• Monitor feedback (such as Google Reviews, Customer Service escalations), and manage cases from initial review to closure.
• Categorise and maintain accurate records of customer feedback and cases.
• Investigate complaints and escalated cases by reviewing available information and gathering findings from relevant stakeholders.
• Identify root causes, service gaps, communication issues, and recurring concerns.

1. Service Recovery & CAPA Follow-Up

• Manage service recovery, communicate with customers when needed, and coordinate with case owners to ensure timely resolution of actions.
• Identify cases that may require Corrective and Preventive Action (CAPA).
• Coordinate CAPA requests and follow up with relevant case owners.

1. Customer Insights & Analysis

• Analyze feedback and case data to identify trends, recurring issues, and emerging concerns.
• Compare performance across branches, issue categories, feedback sources, and reporting periods.
• Highlight areas requiring management or operational attention.
• Translate case findings and customer feedback into clear, actionable insights.

1. Reporting

• Maintain accurate case records and produce weekly/monthly dashboards tracking key metrics.
• Provide management with clear findings, trends, and data-driven recommendations.
• Track key metrics including complaint volume, customer ratings, issue categories, case status, CAPA status, service recovery outcomes, and recurring issues.

1. Process Feedback & Recommendations

• Translate case findings into process improvement suggestions for SOP owners.
• Provide evidence such as customer feedback, case evidence, and trend data for process reviews and monitor the impact of changes on recurring issues.

1. Workflow Automation

• Maintain and optimize simple workflow automations (using tools like Zapier or similar no-code/low-code platforms) to streamline tasks, notifications, and reporting.
• Monitor existing automations and perform basic troubleshooting when required.
• Identify manual processes that can potentially be streamlined through automation.

1. Stakeholder Coordination

• Work closely with Customer Service, retail branches, Area Managers, Operations, and other relevant departments to investigate issues, ensure timely resolution, and escalate critical concerns.
• Follow up with stakeholders for investigation findings, supporting information, corrective actions, and outstanding cases.
• Escalate significant, recurring, or unresolved customer concerns to the appropriate stakeholders.
• Clearly communicate insights to support operational decision-making.

Requirements:

• Diploma or Degree in Business, Communications, Data Analytics, or a related field.
• Relevant experience in Customer Experience, Quality Assurance, or a similar function is preferred.
• Strong analytical and problem-solving skills, with the ability to identify patterns and root causes.
• Strong written and verbal communication skills.
• Proficient in Microsoft Excel and/or Google Sheets.
• Comfortable preparing reports, dashboards, and presentations.
• Strong attention to detail with excellent case management and follow-up skills.
• Able to work independently and coordinate effectively across different teams.
• Familiarity with Zapier or similar no-code/low-code automation tools, will be an advantage.
• Basic understanding of workflow automation, including triggers, actions, filters, and data flow, will be an advantage.

Thank you for applying with us! - Only shortlisted candidates will be notified.