Customer Experience Review Specialist

About Us

With 14 years of industry experience, Mister Mobile is Singapore's trusted leader in mobile services. Our vision is to empower people through technology while delivering exceptional service with a personal touch. We offer competitive trade-in prices, high-quality new and pre-owned devices, and reliable repair services.

Our warm and collaborative team fosters a culture of care, innovation, and continuous improvement. As a market leader, we are proud to be ISO-certified, CaseTrust accredited, and backed by over 15,000 positive customer reviews. We remain committed to innovation, customer satisfaction, and providing strong career development opportunities for our employees.

Profile

We are looking for a meticulous and customer-focused Customer Experience Review Specialist to join our Customer Support team. This role involves managing online customer reviews, investigating feedback-related cases, crafting professional public responses, and analyzing review patterns to enhance service quality.

The ideal candidate possesses strong writing skills, analytical thinking, and a proactive mindset focused on improving customer experience and strengthening brand reputation.

1. Review Monitoring & Response

• Monitor Google Reviews daily and alert relevant departments of new negative feedback.
• Craft empathetic, professional, and customer-centric responses to negative reviews.
• Respond to positive reviews to maintain strong engagement and customer rapport.
• Ensure brand voice, tone, and reputation are consistently represented across digital platforms.

2. Case Investigation & Internal Reporting

• Investigate review-related cases by coordinating with key teams (Retail, CS, Operations).
• Gather relevant details to identify root causes and service gaps.
• Prepare clear summaries and reports presenting findings and recommendations.
• Generate periodic review statistics, sentiment trends, and insights for management.

3. Customer Experience Analysis & Improvement

• Analyze review patterns, feedback trends, and customer behaviors.
• Identify recurring service issues, customer pain points, and opportunities for improvement.
• Provide data-driven recommendations to enhance customer satisfaction and service quality.
• Support updates to SOPs, templates, FAQs, and internal documentation.
• Participate in testing new workflows or customer service tools when required.

4. Public Sentiment & Digital Reputation Monitoring

• Monitor public sentiment related to Mister Mobile across platforms (Facebook, Instagram, TikTok, Carousell, forums, review sites).
• Identify emerging conversations, concerns, or potential reputation risks.
• Observe competitor-related sentiment and industry discussions that may influence customer expectations.
• Report potential negative trends or viral risks to the Customer Experience Specialist.
• Compile insights and sentiment summaries to support management decision-making.

5. Administrative & Operational Support

• Maintain logs, spreadsheets, and documentation on reviews, case tracking, and insights.
• Assist with data entry, weekly summaries, and report preparation.
• Support customer experience enhancement projects and assigned tasks.

• Experience in customer service, communications, public relations, or related fields preferred.
• Strong written English with the ability to craft clear, professional, and empathetic responses.
• Excellent attention to detail, analytical thinking, and case investigation skills.
• Ability to communicate with empathy and professionalism when handling sensitive feedback.
• Strong sense of ownership, responsibility, and customer commitment.
• Able to work independently and meet deadlines.
• Diploma or equivalent qualification preferred.
• Familiarity with Google Business Reviews is an advantage.