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.
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.
