Customer Service Executive

3 weeks ago


Anson Road, Singapore Flintex Consulting Pte Ltd Full time
This is a pivotal role that requires a versatile person with professional communication skills to handle and resolve issues.

Key Responsibilities:

  • Oversee and manage the Guest Experience Index (GEI) to measure customers' sentiments of the brand and develop strategies to drive a high standard of customer satisfaction.
  • Work collaboratively with various internal stakeholders to ensure customers' experiences align with the companys brand and mission.
  • Manage and optimize the Customer Relationship Management (CRM) system to ensure seamless integration across the company and accurate data capture throughout the customer lifecycle.
  • Analyse customer feedback from all consumer touchpoints, identifying trends, areas for improvement, and opportunities to increase customer loyalty.
  • Investigate and resolve customer complaints, ensuring solutions align with brand values and improve customer satisfaction.
  • Collaborate with internal stakeholder teams to address and prevent recurrent issues.
  • Prepare and present weekly and monthly customer service reports on feedback, GEI and NPS scoring, service recovery, and actionable recommendations.
  • Undertake additional Marketing administrative duties as required, including sourcing quotations, preparation of minutes, reports, and upkeep marketing assets inventory.
  • Manage the CEOs schedule, including organizing appointments, meetings, travel arrangements, and expense claims.

Requirements:

  • Demonstrable experience in customer service, ideally within the hospitality or F&B service sector.
  • Exceptional written and verbal communication and interpersonal skills.
  • Proven ability in problemsolving, maintaining a customerfocused approach and exceeding customers' expectations.
  • Able to manage stressful situations with poise and professionalism.
  • Proficiency in PowerPoint and Excel
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