Job Overview:
We are seeking a dynamic and customer-focused individual to join our team as a Business Development and Customer Experience Executive. The ideal candidate will play a crucial role in managing and enhancing relationships with our valued customers, ensuring satisfaction, and contributing to the overall success of our organization.
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Job Responsibilities:
·       Proactively engage with customers to understand their needs and expectations.
·       Build and maintain strong, long-lasting customer relationships through effective address of customer inquiries, concerns, and feedback promptly and professionally.
·       Procure, maintain and develop meaningful relationships with existing and new clients to improve retention rate by actively reaching out to key accounts and private clients on regular basis
·       Receive and resolve customers’ concerns and enquiries to your best ability and achieve maximum revenue
·       Maintain accurate and updated customer records in the CRM system.
·       Analyze customer data to identify trends and opportunities for improvement.
·       Collaborate and work closely with internal stakeholders to fulfil client’s expectations and business objectives, to have resolution of customer issues, inventory supplies, logistics and fulfilment of orders management.
·      Ability to partner with multiple departments and stakeholders.
·      Excellent problem-solving skills with meticulous attention to detail.
·      Ability to work collaboratively in a team environment.
·      Assist in drafting proposals to generate more revenue from clients.
·      In-depth knowledge of liquor business and value propositions.
·      Provide administrative support to Business to Business, Operations, and Sales teams to ensure smooth day-to-day operations.
·      Maintains Customer Service Feedback database.
·      Responsible for QSM Submission and other activities.
·      Support any off-site event or ad-hoc projects under the Service Excellence/CRM team.
·      Backup support for after-sales service requests, including retail, VIP, ISC, etc.
·      Degree in a relevant discipline.
·      At least 2 years of experience in managing customer service and expectations of high-profile clients.
·      Proven experience in customer relations or a similar customer-facing role.
·      Resourceful, positive attitude, and focus on customer satisfaction in a fast-paced environment.
·      Proficient in internet and Microsoft applications.
·      High-level communication skills in both English and Chinese.
·      Proven ability to negotiate.
·      Strong customer service recovery and conflict resolution skills.
·      Good organizational skills.