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 after sales service processes, 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.
- Compile and analyse Customer Service related report for monthly reporting to Management.
- Any other ad-hoc assignment as assigned by the Superiors
Requirements :
- Diploma or Degree in relevant business related discipline
- 1 years’ experience in similar role preferred but not compulsory
- Strong written and oral English / Chinese communication skills to communicate with multi-departments, external stakeholders and Chinese speaking customers via email / wechat / whatsapp.
- Pleasant and calm personality is required to excel in this role
- Problem-solving skills and meticulous attention to detail
- Microsoft Office skills in Outlook, Excel, Word and Powerpoint.
- Good organisational and customer service skills
- Resourceful and maintains a positive attitude and focus on customer satisfaction in a fast-paced environment
