Senior Executive – Customer Engagement

About the role

The Senior Executive – Customer Engagement will build and maintain strong relationships with residents, ensuring enquiries, concerns, complaints and service requests are addressed promptly and effectively. The role oversees daily customer centre operations, supports team performance and drives service quality across walk‑in and digital touchpoints.

Key responsibilities

• Act as the primary point of contact for residents, anticipating needs and providing personalised support while maintaining accurate interaction records.
• Resolve enquiries, complaints and service requests efficiently, managing expectations and ensuring timely follow‑up.
• Oversee daily workflow, staffing, schedules and real‑time queues to meet service‑level agreements and productivity targets.
• Conduct coaching, performance reviews and quality monitoring to improve team knowledge, communication and soft‑skill capabilities.
• Enforce quality standards across voice and written interactions, ensuring brand consistency and accuracy.
• Manage complex walk‑in escalations and high‑priority complaints, documenting root causes and recommending preventive actions.
• Analyse processes, identify bottlenecks and optimise use of CRM, knowledge base and omni‑channel platforms to improve First Contact Resolution.
• Prepare and analyse daily, weekly and monthly performance reports covering CSAT, FCR, AHT, waiting time, quality scores and employee engagement.

Required profile

• Bachelor’s degree in Business Administration, Communications or related field.
• 2–3 years of experience in customer service, contact centre or customer‑facing roles.
• Proven experience resolving complex issues, handling escalations and supervising customer‑facing teams.
• Strong analytical ability to interpret operational metrics such as CSAT, FCR, AHT and productivity.
• Exceptional communication, interpersonal and problem‑solving skills, with the ability to stay calm under pressure.

Required skills

• High proficiency with CRM systems, knowledge bases and omni‑channel platforms.
• Ability to analyse and report on metrics like CSAT, FCR, AHT, waiting time and quality scores.
• Experience in complaint handling, escalation management and process improvement.

What we offer

• Competitive compensation package.
• Career development opportunities within a dynamic, diverse team.
• Collaborative work environment focused on employee well‑being and empowerment.