As a Customer Experience Executive, you will be responsible for delivering exceptional after-sales customer service, resolving customer complaints, and providing a world class shopping experience to our customers. You will be the face of our company, and your goal will be to create a memorable and positive experience for every customer who reach out to the Service Excellence team for assistance.
Responsibilities:
- Provide exceptional customer service by responding to enquiries, feedback, complaints or compliments via our generic email or Changi airport Group feedback portals, answering questions, and resolving customer’s issues in a timely and professional manner.
- Develop a deep understanding of our products and services to provide personalized recommendations and solutions to customers.
- Utilize active listening skills to understand customer needs and preferences, and respond accordingly.
- Collaborate with colleagues to achieve customer satisfaction targets.
- Participate in training and development programs to continuously improve customer service skills and product knowledge.
- Analyze customer feedback and provide insights to improve customer experience.
- Develop and maintain a loyal customer base through personalized interactions and excellent service.
- Update to Changi Airport Group QSM team for monthly QSM rewards submission for eligible employees
- Steering and manage Customer’s experience both on line and off line.
- Provide support for end-to-end customer journey including on-site, on-line, social media experience and delivery etc
- Provide and upkeep service recovery protocol.
- Effectively supervises the day-to-day operation/activities of the customer service team
- Any other ad-hoc assignment as assigned by the Superiors
· Diploma or Degree in relevant business related discipline
· Proven track records in relevant role and responsibilities
· At least 2 years’ experience in similar role
· Strong written and oral English communication skills
· Excellent customer-service orientation
· Ability to communicate effectively with multi-departments and external stakeholders
· Problem-solving skills and meticulous attention to detail
· Good organisational and customer service skills
· Resourceful and maintains a positive attitude and focus on customer satisfaction in a fast-paced environment
- We offer attractive salary packages that commensurate with relevant work experience
- Annual Leave from 14 days to 18 days
- Medical Outpatient insurance coverage
- Group Hospitalization and Surgery insurance coverage
- Group Dental insurance coverage
- Performance bonuses subject to company's and individual's performances
