Senior Executive - Customer Engagement

About the role

The Senior Executive – Customer Engagement will build strong relationships with residents, ensuring enquiries, complaints and service requests are handled promptly and professionally. This role oversees daily customer centre operations, supports team performance and drives service quality across both walk‑in and digital channels.

Key responsibilities

• Act as the primary contact for residents, managing relationships and anticipating needs.
• Resolve enquiries, complaints and service requests efficiently, handling escalations and ensuring timely follow‑up.
• Supervise daily workflow, staffing and schedules to meet service‑level agreements.
• Conduct coaching, performance reviews and quality monitoring to improve team skills.
• Enforce quality standards across voice and written interactions, maintaining brand consistency.
• Analyse processes, recommend improvements and ensure effective use of CRM and omni‑channel platforms.
• Prepare regular reports on metrics such as CSAT, FCR, AHT 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 engagement roles.
• Proven ability to resolve complex issues and manage high‑priority escalations.
• Experience supervising customer‑facing teams and driving performance improvements.

Required skills

• Strong proficiency with CRM systems.
• Experience using omni‑channel platforms.
• Knowledge of knowledge‑base tools for customer support.

What we offer

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