Job Description
Are you a dynamic and passionate individual who thrives on creating extraordinary customer experiences? We are seeking a highly motivated and experienced Customer Experience Executive to help shape our organisation’s customer-centric culture and champion efforts to make every customer interaction unforgettable and positively impactful!
Responsibilities
- Study and map as-is customer experiences, interactions, and touchpoints to gain a comprehensive understanding of the existing customer journeys
- Identify pain points and opportunities for improvement and recommend strategic solutions to enhance overall experience
- Understand customer needs and adopt a pro-active approach to maintain and build positive experiences
- Assist in establishing processes for collecting and analysing customer feedback, surveys and data analytics to gain insights into customer behaviour and preferences, and drive data-driven decision making
- Implement service quality standards and processes, monitor performance and drive continuous improvement initiatives
- Collaborate with Technology & Data team to identify and implement customer-centric technologies and tools that enhance the customer experience
- Collaborate with cross-functional teams to drive implementation of improvement initiatives and address potential challenges and resistance to change that may arise during the implementation
- Assist in developing and delivering training programmes to empower employees across the organisation to deliver exceptional customer service
- Analyse training effectiveness through performance metrics, customer feedback, and service quality evaluations
- Proactively address customer issues and concerns by ensuring timely and satisfactory resolution
- Propose innovative ideas and strategies to adapt to changing customer preferences and needs
- Prepare regular reports and presentations, highlighting progress and areas for improvement, to the management
- Stay current with industry trends and best practices in customer experience management
- Support and execute any ad-hoc duties and projects as assigned or required
Requirements
- Diploma/Bachelor’s degree in any field or equivalent
- Minimum 3 years of experience in customer experience design and journey mapping or related role, preferably with a track record of implementing successful customer experience strategies
- Customer-centric mindset with a passion for delivering exceptional experiences
- Excellent communication skills, both written and verbal, and possess effective leadership and influencing skills to collaborate and build cross-functional relationships
- Strong organisational skills and the ability to manage multiple projects simultaneously
- Proficient in Microsoft Office and customer experience software applications (e.g. Freshdesk, PowerBI)
- Ability to work in a fast-paced, deadline-driven environment with a high accuracy and attention to detail
- Excellent problem-solving skills, critical thinking and analytical skills, with the ability to analyse complex data and extract actionable insights
- Proactive, self-motivated and keen learner with the ability to work well in a team or independently
- Adaptable to changes in a highly dynamic work environment
Working Arrangement
Mon to Fri: 830am – 6pm
Salary
$2600 to $3800
Location
National Stadium (Stadium MRT)
Benefits
18 days AL
AWS + Bonus
HP Allowance
Flexible Allowance
