Customer Experience Specialist

Customer Experience Specialist

Singapore
Full-time | 5-day work week (Saturday required, weekday off)

Brand: Obalay )

Job Summary

We are looking for a customer-facing specialist to handle customer feedback, clarification calls, non-standard situations, and day-to-day operational coordination when issues arise.

This role involves speaking to customers promptly and carefully, managing expectations, resolving concerns calmly, and coordinating internally to ensure issues are addressed properly. You will also support showroom operations and train showroom part-time staff on proper customer handling.

Key Responsibilities

Customer Feedback & Resolution

• Speak with customers when feedback, concerns, or questions arise
• Handle conversations calmly to prevent misunderstandings or escalation
• Clarify scope, limitations, and next steps clearly over the phone
• Address non-standard situations with sound judgement

Operational Coordination & Issue Resolution

• Act as a point of contact when day-to-day operational issues occur
• Call customers or internal team members to clarify issues, align expectations, and resolve matters
• Coordinate between customer-facing and internal teams to ensure issues are followed up
• Surface technical or operational matters for management input when required

Customer Handling Support

• Act as a check-in point for staff when feedback or non-standard situations arise
• Advise on how to respond and proceed before issues escalate
• Check in with management mainly on technical or operational aspects, not communication handling

Showroom & Training

• Handle showroom walk-in customers professionally
• Support onboarding and training of showroom part-time staff

• Guide part-timers on:

• customer tone and professionalism

• expectation-setting
• identifying situations that require careful handling or escalation

Role Scope Clarification

This role focuses primarily on customer communication, issue resolution, operational coordination, and judgement.

It is not an administrative or scheduling role, but you will be expected to coordinate and follow up on issues to ensure matters are resolved appropriately.

Requirements

• Able to work on Saturday (5-day work week)
• Strong verbal and written communication skills
• Comfortable speaking with customers over the phone
• Prior experience handling customer feedback, complaints, or sensitive situations
• Able to coordinate across teams to resolve operational issues
• Calm, confident, and structured approach
• Singapore-based

Industry experience is a plus but not required.

Salary

SGD 3,200 – 4,000 / month

How to Apply

Please submit your resume and answer the following:

1. Describe a situation where you handled customer feedback or dissatisfaction calmly.
2. Describe how you approach a phone conversation when a customer is unhappy or uncertain.

Applications without responses will not be shortlisted.

Additional Note

Role responsibilities may evolve over time based on business needs.