Engagement Specialist

Summary

Join Ten Group as an Engagement Specialist and become a key ambassador for our APAC customers, providing exceptional service and personalized care. You will connect with customers via phone, enhancing their experience and supporting their journey with Ten. Through meaningful interactions, you'll drive customer satisfaction and profitability while identifying opportunities for improvement. This role involves collaborating with a team to achieve performance goals, utilizing tools like Tableau for reporting, and contributing to service improvement initiatives. If you are passionate about providing outstanding service and shaping the future of customer engagement, we encourage you to apply. The position offers a range of benefits, including extra annual leave and a loyalty reward program.

Requirements

• Business Fluent English
• Skilled in clear, empathetic, and solution-focused communication, adapting to internal and member-facing needs
• Experience with MS Office, particularly Excel and PowerPoint
• A track record of high QA scores and NPS ratings, with a dedication to continuous improvement
• Ability to thrive in a dynamic 24/7 business environment, managing time effectively and maintaining positivity under pressure
• Strong resilience and calmness under pressure
• Confidence in decision-making and proactive in problem-solving
• A genuine commitment to service excellence and a mindset focused on team and member success

Responsibilities

• Work collaboratively with the Outbound Engagement Team to achieve performance goals and maintain service excellence
• Initiate contact and build connections with customers through Welcome Calls, Re-engagement Calls, Onboarding and Follow-Up Calls, and Special Occasion Calls
• Support and participate in service improvement initiatives, offering insights on customer feedback and proposing new engagement strategies
• Use tools such as Tableau to track and report on key metrics. Share weekly team insights and performance metrics to encourage efficiency and high standards
• Work closely with the APAC Service Improvement Project Lead to drive improvements in customer satisfaction, business efficiency, and sustainability
• Consistently deliver exceptional service to achieve or exceed Engagement Team targets, such as Quality Assurance Scores and Customer Satisfaction
• Conduct thorough administrative tasks using our CRM system to support Customer calls
• Provide ongoing feedback and ideas to shape future customer engagement projects
• Promote a positive, solutions-oriented environment, influencing team success and business impact

Preferred Qualifications

Familiarity with Tableau or similar reporting tools

Benefits

• 3 extra days of annual leave in their third year and an extra month of every 5 years
• Ten Loyalty Reward program – a bonus awarded upon reaching service milestones
• Working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave
• Monthly Treats on Ten (on the tenth of each month!)