Customer Experience Manager

4 days ago

Singapur, Singapore LOTTE Travel Retail Singapore Full time
Customer Experience Executive

As a Customer Experience Executive at LOTTE Travel Retail Singapore, 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 reaches out to the Service Excellence team for assistance.

Key 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.
Requirements:
  • 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.
Benefits:
  • 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.

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